Overview

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

Note: The below is only for the GFI Archiver server logs. If client tool logs are needed, see Outlook Connector or Archive Assistant articles.

Solution

1. Enable Debug Mode
   1. Browse to ..\GFI\Archiver\Tools\DebugLogTool\ 
   2. Locate the file GFIMADebugLogsTool.exe and run it.
   3. Select the option Debug Logs and set it to Enabled.
   4. Under Settings, select the option Backup and Delete.
   5. Click Go.
   6. Once the operation is completed, click Close.
2. Replicate the issue (debugging is not retroactive, it only gathers information after the feature is enabled)
   • Note: If the issue requires time to be reproduced wait a set period of time (i.e. 30 minutes) before proceeding. 
3. Run the GFI Archiver troubleshooter ..\GFI\Archiver\Troubleshooter\LogCollector.exe.
   • Note: For Archiver 2015, please execute troubleshooter.exe instead of LogCollector.exe
   • You can choose the option for files to be uploaded automatically. If you choose the option not to upload files automatically, take note of the folder mentioned in LogCollector.exe. 
   • When asked for the case ID, input it as: GFI-00000X-XXXXXX, where XXXXXXX is the ticket number that you have opened with GFI Support, for example, if the ticket number was 1234567 it would be entered as GFI-000001-234567.
4. Save the file created by the Problem Step Recorder and any other additional files to a .zip archive. Upload .zip archive to the support ticket or put it together in the same .zip archive created in step 3 if choosing not to upload automatically. 
5. Upload the zip file(s) created to the FTP server:
   • 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
   • Copy and paste the file into the page.
6. Reply to the support case email
   • Option chosen NOT to upload files automatically: Indicate the name of the manually uploaded .zip file(s)  
   • Option chosen to upload files automatically: Insert the .zip file which contains all the steps recorded and any other additional items. Please comment on the support ticket that the logs have been automatically uploaded.