Collecting logs for Cisco REM

SSH on to the box with the correct user 

Login using the rem-ssh user and then switch users to the rem-admin user via:

su rem-admin

Logcapture script

To capture a failure scenario you can use the logcapture script. If you are running in a HA environment it maybe easier to stop REAS2 and REMB2 and switch to a single REM and single MB to reduce the amount log logs to collect, then run:

On REAS1: /opt/cisco/<version>/REAS/bin/ -c -p -f /root/reas1-logs.tar

On MB1: /opt/cisco/<version>/CSDK/media_broker/ -c -p -f /root/mb1-logs.tar

After starting the above log capture, repeat the failure scenario, stop the log captures with Ctrl-C command and then send the resulting tar files to

The log file locations 





If the service has been restarted you may be requested to tar up the log directories as archives so we can check through historical data.

Here's an example of the commands you would need:

/opt/cisco/<version>/REAS/domain/#tar cvfz reas-domain-logs.tar.gz log/
/opt/cisco/<version>/REAS/domain/servers/appserver-<host>/#tar cvfz reas-server-logs.tar.gz log/

Which will produce:


Capturing CSDK config

This is very useful for trouble shooting media issues.

You can collect the output from https://REAS-master:8443/admin/gateway/1.0/configuration (need to pass in credentials)


Files may be too big to attach to an email or ticket (7 mb limit on Zendesk) so can be made available to us via the cloud or we can provide you with an upload link for our file server (please ask us on the ticket).


Comments are disabled on these articles if you require help contact

Have more questions? Submit a request


  • Avatar

    It may be worth adding that you have to login via the rem-ssh user and then switch users to the rem-admin user via:

    su rem-admin

Powered by Zendesk