UPDATE: information in this article relates to API GW version 7.5.x, retained for historical reasons. Please see updated KB 181525 for 7.7 versions.

This article lists useful information when opening a Support case on API Gateway and API Manager.

Please provide Exact product level and Patch.

Product installation:

• Please check log file in installation directory: Axway-installLog.

Error with licenses:

• Licenses can be found in directory conf/licenses .
• It will include option as : company, expires (date), host.name, name (contact), unrestricted, version (and also signature of the file)
  • license is not linked to the minor version of the API product (3rd digit)
  • API Manager has option apiportal=1, analytics has option analytics=1
  • License is linked to a specific hostname (see also traces at startup: apigateway/trace for the nodemanager or apigateway/groups/group-x/instance-y/trace).
  • The node manager can start without a license, the error will be found at the instance level

Service Pack installation:

• You install a SP by unzipping in a given directory, so there is no full log.
• From version 7.5.3, you will find a script removing old libraries, which will generate a specific log (apigw_7.5.3.sp4_post_install_date_time in folder apigateway)
• To find the SP number s : it is written in start trace of the instance and the node manager, in first lines (# ProductName=quickstartserver 7.5.3 SP3-2017-10-01 rev. eca56f9 (Windows))

Errors linked to an identified instance:

• The traces of the instance can be found in apigateway/groups/group-x/instance-y/trace.
• If you don’t know the group number and the instance number, you can get it in the folder topologylink, with name present in the UI (apigateway/group/topologylink).
• It is also interesting, in this case, to provide in the case the configuration of the instance (fed), so that Support can deploy it in a test environment and see what is happening inside.

Errors linked communications between instances and node manager:

• The traces related to traffic between the instances and the node manager are traces of the node manager (apigateway/traces).
• It is also useful to have the directory apigateway/conf/fed unzipped. This one contains information about the node manager.

API Manager:

The API Manager is linked to one instance. You can find traces associated to the API Manager in the traces of the instance.
If you have a problem with one of the tables of the API Manager :

• once the export from the collections done with kpsadmin (directory bin with path apigateway/win32/bin or apigateway/posix/bin,
• please check the following article to get number and possibly automate the backup : https://support.axway.com/kb/177795/language/fr).
• Information can be found in apigateway\groups\group-x\instance-y\conf\kps\backup.

In version older than 7.5.x, you have to get the following files :
Cassandra.yaml and client.yaml hzez :apigateway\groups\group-2\instance-1\conf\kps\cassandra