Overview

This article describes the steps to gather Troubleshooter Logs for issues in the GFI Archiver Archive Assistant. 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

1. Browse to the GFI Archiver Archive Assistant installation directory:
   • For Microsoft Windows XP, Server 2003: C:\Documents and Settings\<username>\Application Data\GFI\MailArchiverAddon\Troubleshooter
   • For Microsoft Windows Vista, 7, 8, Server 2008, Server 2012: C:\Users\<username>\AppData\Roaming\GFI\MailArchiverAddon\Troubleshooter
     
     
2. Run Troubleshooter.exe
   
   
3. Save any screenshots that relate to the issue in a folder on your desktop named in format: Year_Month_Day_GFI-xxxxx (e.g., 2008_06_05_GFI-12345)
   
   
4. Copy the file that the Troubleshooter creates, in the Support directory, to the folder you created on the desktop.
   
   
5. Zip the folder.
   
   
6. Upload the zip file created 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.
      
      
7. Reply to the case email with the .zip file which contains all the steps recorded and additional items as well as the filename uploaded if you did those steps manually.