Generating a log file for installation problem troubleshooting

  Applies To 
  Product(s): WaterGEMS, WaterCAD, HAMMER, SewerCAD, SewerGEMS, StormCAD, CivilStorm, PondPack
  Version(s): CONNECT Edition, V8i
  Area:  Installation
  Original Author: Jesse Dringoli, Bentley Technical Support Group


If you are having difficulty installing your OpenFlows software (for example an error message appears), you may need to retrieve the installation log (setup log) file for further troubleshooting. 

The steps to locate the installation log depend on the product and version. If the generated log file does not contain clues to help you resolve the problem, please send it to Bentley Technical Support (submit on the forum or submit a Service Request)

Generating the Install Log - Recent Versions

This process applies to the below versions (or greater, including CONNECT Edition):

CivilStorm V8i SS1 +
PondPack V8i +
SewerCAD V8i SS2+
SewerGEMS V8i SS2+
StormCAD V8i SS2+
WaterCAD V8i SS1+
WaterGEMS V8i SS1

If you have the above versions or greater (including CONNECT Edition, 10.XX.XX.XX), a log file will automatically be generated during installation. After installation, it can be found under the root of the Windows temporary folder as a .txt file. For example, StormCAD would be "StormCADSetupLog.txt" or "Bentley StormCAD CONNECT Edition_############.log", depending on the version.

Important note: in most cases you will see two files, one ending in .log and another ending in .msi.log. Bother files can contain useful troubleshooting information, although the .msi.log may need to be compressed in a zip file if you need to send it to someone. See screenshot below.

To find the Windows temp folder, type "%temp%" in the Windows Explorer (File Explorer) address bar (without the quotes), and press enter. The log file will be right in the root folder that first appears, not in a subfolder. You may need to sort the list on modified date so it appears at the top.



Note that the CONNECT Edition and greater will automatically install the CONNECTION Client component, which could also be the cause of a failure during installation. The CONNECTION Client has a separate install log file, which you may also need to look at (or supply to technical support) for troubleshooting. To find this, navigate to the same, Windows temp folder as above, and look for two files beginning with "CONNECTION_CLient_", one with a file extension of .log and the other with a file extension of .zip. There will be a number at the end corresponding to the date. Sort the Temp folder by name and locate these two files, with the most recent date - "20180612..." in the example below means June 12th, 2018.

Other Versions

This process applies to the below versions and earlier (though some very old versions may not work):


For these versions, you must pass an argument ("switch") to the installation executable file in order to generate a log file. Below is the syntax:

Setup_filename.exe /v"/l* "C:\Temp.txt""

This would be done by going to Start > Run, browse to the installation file, then add the above syntax to the end of the path. In the above example, the installation log file will be called Temp.txt and will be located in C:\ .

Visual C++ Runtime Redistributable

If the problem appears to be related to the installation of the Visual C++ Runtime Redistributable prerequisite (for example a failure in the main install log file that refers to something like "vc9....exe"), check your Windows temporary folder (type %temp% in the File Explorer address bar and press enter) for two additional files that may contain additional clues to diagnose the issue:


The question marks are random (unique) characters but they are the same for both UI and MSI logs. The 2 logs should have the same date time stamp and it should very closely match the date time stamp of the OpenFlows product installation attempt (or manual installation attempt for the Visual C++ runtime redistributable package itself).