Overview

• When you face an error and report it to the product support team, you should attach the support information that helps to troubleshoot the issue.
• This article explains the process of gathering and submitting troubleshooting Logs for Kerio Products.

Process

Follow these steps:

1. Gather the current Debug logs.
   1. Open the administration interface of your Kerio Product.
   2. Go to Webadmin > Status > System Health.
   3. Click the Support Information link to download the support information file.
   4. Go to Webadmin > Logs > Debug.
   5. Right-click and select Save Log.
   6. While saving, select format as 'Plain Text' and source as 'Full File'.
      
2. Enable message categories for debugging and clear the existing debug logs.
   1. Open the administration interface of your Kerio Product.
   2. Go to Webadmin > Logs > Debug.
   3. Right-click and select Messages.
   4. Enable the log message categories as requested by technical support and click OK.
   5. Right-click again and select Clear Logs. This deletes all current logs to ensure that fresh logs get captured while reproducing the issue.
      
3. Reproduce the issue.
   1. Keep a record of the exact steps taken, including the hour and minute of when the issue occurred.
   2. Use the Problem Step Recorder (psr.exe) to capture screenshots (it is bundled with current versions of Windows operating systems).
   3. If not using psr.exe, ensure that the screenshots show the whole screen including the system clock with hour and minute.
      
4. Gather fresh Debug logs and disable log message categories.
   1. Open the administration interface of your Kerio Product.
   2. Go to Webadmin > Logs > Debug.
   3. Right-click and select Save Log.
   4. While saving, select format as 'Plain Text' and source as 'Full File'.
   5. Right-click again and select Messages.
   6. Disable the log message categories that were enabled previously and click OK.
      • You must do this to prevent the heavy consumption of the system resources.
        
5. Submit Logs and Details.
   1. Gather all the available information such as log files, screenshots as generated and captured before, during, and after the issue regeneration within a common folder.
   2. Compress this folder and name it in YY_MM_DD_CompanyName format.
      • For example, 09_02_21_abcsoftware.zip. Take a note of the file name as you will need it later.
   3. Login to the FTP server.
      • If you see a page with many files and folders, right-click the page, select Logon As..., and enter the credentials as given below:
        • Host: ftp://ftp.gfisoftware.com
        • User: gfi
        • Pass: gfi911cust
   4. Drag and drop the compressed file into the page.
      • Note: Only compressed files can be uploaded to the FTP site.
   5. Inform the support team once the file has been successfully uploaded by replying to the case email with the name of the file uploaded on FTP.
      • In case you are logging a new case, make sure you specify the correct name of the file uploaded on FTP within the appropriate field on the Web Submission Form.