Troubleshooting
For general troubleshooting information including how to contact 1E Support, refer to 1E platform Troubleshooting.
For Software Reclaim problems, refer to the following:
Client side reclaim actions can be observed in 1E Client logs
Server side Reclaim Actions can be observed in SLA web logs and SLA external logs
The Reclaim History page displays every action for your policies, you will need to run the Reclaim Savings report first from the Savings page
You can use the Reclaim History page to view policy behavior. To do this, you need to run the Reclaim Savings report to update that data which you can do by using the Refresh report action on top right of the Reclaim History page.
Mandatory uninstall logs - this is only logged when a mandatory uninstall is attempted on 1E Client devices. If uninstall fails, you can troubleshoot by using this log):
C:\Windows\Temp\AppClarity.SofwareReclaimer.log
1E Client logs - containing Reclaimer module logs:
C:\ProgramData\1E\Client\1E.Client.log
Optional/Mandatory API logs - this is on server side and will log all incoming APIs from the 1E Client Reclaim module and their response:
C:\ProgramData\1E\SLA Platform\WebExternal.log
If the ReclaimConsolidation report fails or does not trigger after an Optional/Mandatory respond to the server with results, then refer to:
C:\ProgramData\1E\SLA Platform\Web.log