Overview

This article describes the steps to gather Troubleshooter Logs for issues in the Outlook Connector. Recreate the issue and take screenshots of any details that relate to the recurrence. Listed below are some of the best practices to provide us with the needed information to isolate the issue:

• Keep a record of the exact steps taken including hour and minute of when the issue occurred.
• Use the Problem Step Recorder to capture screenshots (it is bundled with current versions of Windows operating systems).
• If not using psr.exe, ensure that the screenshots show the whole screen, including the system clock with hour and minute.

Note: It is recommended that the following instructions be performed when requested by a GFI Technical Support Representative. If you do not have an open case, please first submit a request at the Support Portal.

Process

Note: Please follow each of the steps in order and include all of the files requested to prevent delays due to requests for additional information.

To gather the logs for a specific end user's Outlook Connector:

1. Log into the workstation with the end user's credentials.
2. Navigate to Outlook > GFI Outlook Connector Plugin > Options > Troubleshooter
   
   
   
   
3. Click Next on the Welcome Screen.
4. Fill in contact information and click Next.
5. Fill in a description of the problem the user is experiencing and how it can be reproduced, click Next.
   • The top portion shows the information about the computer that the troubleshooter has already gathered.
   • The bottom portion is an optional text box that you can put any additional information that you may feel will help.
6. Click Next to start gathering logs.
7. Once the process has finished, Click Open containing folder...
8. Copy the zip folder that the Troubleshooter creates (%localappdata%\GFI\Archiver\<zip file>) to a folder on your desktop named in format: Year_Month_Day_CAS-xxxxx (ex: 2008_06_05_CAS-12345).
9. Save any screenshots that relate to the issue into the folder on your desktop.
10. Zip the entire folder.
11. Upload the zip file to the FTP server:
    1. Login to the FTP server. If using Internet Explorer use ftp://gfi:gfi911cust@ftp.gfisoftware.com
       Note: If you see a page with many files and folders, right-click the page and choose Logon As..., and put in the credentials below:
       Pass: gfi911cust
       User: gfi
       Host: ftp://ftp.gfisoftware.com
    2. Copy and paste the file into the page.
12. Reply to the case email with the exact FILENAME uploaded and the record of the exact steps taken to reproduce the issue.