RPA Troubleshooting - Logs and PrechecksSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This KB gives you a brief on the basic troubleshooting steps and RPA log details to be fetched. 1. Pre-checks for any RPA issue 2. RPA Logs and their Paths 3. Additional Logging for troubleshooting Facts<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All Instructions<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Get the below information from the customer as a pre-checks for any RPA issue: 1. On the Instance Instance / Glide version RPA HUB versionRPA Plugin Bundle version 2. On the VM Unattended Robot MSI versionLogin Agent MSI versionRPA Desktop Design Studio MSI version 3. Please review if the RPA plugins and Instance glide versions are compatible. 4. If Instance or RPA plugins are recently upgraded in the instance -----> Get the details 5. If issue happened in a new VM or when moved to a new VM -----> Check for VM compatibility , hardware and software requirements of the VM with respect to the RPA application that has been affected.a. Unattended Robot https://www.servicenow.com/docs/r/integrate-applications/rpa-hub/requirements-unattended-robot.htmlhttps://www.servicenow.com/docs/r/integrate-applications/rpa-hub/install-rpa-runtime.html b. Attended Robot https://www.servicenow.com/docs/r/integrate-applications/rpa-hub/install-rda-runtime.html c. RPA Desktop Design Studiohttps://www.servicenow.com/docs/r/integrate-applications/rpa-hub/install-rpa-studio.html 6. Collect the RPA service and host logs from the customer after you reproduce the issue. RPA Related LOGS:RPA Logs and their corresponding paths to retrieve them after we reproduce the issue: 1. Studio and Unattended /Studio Host Logs: These are the Runtime automation logs related Unattended Host logs and the Studio Host logs. Path : C:\Users\{logged in user account}\ServiceNow RPA Logs 2. Unattended Service Logs: These are the RPA related the Unattended Robot, Attended Robot and RPA Desktop design studio Service logs, which run on the VM. Path : C:/programData/Servicenow RPA Logs NOTE: Sometimes the ProgramData folder might be hidden or archived, you can directly go to the above path . 3. Execution Logs: These are the RPA runtime execution logs for the corresponding Bot process.These are available if you explicitly enable and configure them . Additional Logging for troubleshooting Tracking Execution Logs RPA runtime execution logs can be tracked and replayed to further analyze.To record this logs , Track Execution logs should be enabled in process job on instance.Execution log is stored base on the storage option set. Replaying Execution Logs To replay execution logs, navigate to click Attach button under Design tab. We can replay a local log and remote logs on instance.When storage is set to Robot Machine, execution log is saved on the robot machine in path: C:\Users\{userprofile}\ServiceNow RPA Logs\.executionlogs\{instance}. These logs can be used to replay logs using Attach > Local LogTo replay remote log process job execution, ensure status should be in Complete state. To know more about the Logging capabilities on the Bot Process Form , please review this Bot Process form in RPA Hub Use the Log Component Capture custom messages as automation logs by using the Log component in an automation in RPA Desktop Design StudioWith this component, you can write custom messages as automation logs and view them from a unified space so that you can track the progress of an automation .The log messages from the automations that execute on the RPA Desktop Design Studio, the attended robots, and the unattended robots are written to the Message field in the Automation logs table of a process job in RPA Hub. Procedure: In the Toolbox pane, navigate to RPA Hub > Log.Drag the Log component to the Design surface.Configure the Message (string) field by entering a message or capturing the output string from a previous component or method.Optional: If you want to classify the message, configure the Log level property from the Properties explorer. You can classify the message as one of the following types: InfoWarningError