Overview 

 

Screenshots and screencasts help the GFI Support agents in understanding issues better. 

This article outlines the instructions to gather troubleshooter logs from the (affected) machine where GFI LanGuard is installed, and provide this information to the GFI Technical Support Representatives when requested.

Note: Use the Problem Steps Recorder to record your screen or capture screenshots that show the entire screen, including the system clock.

 

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Process

 

Gathering the Logs

1. Stop the GFI LanGuard Attendant service. If you are using version 12, also stop the GFI LanGuard 12 service.

2. Delete all existing files from C:\ProgramData\GFI\LanGuard <version number>\DebugLogs

   Note: Do NOT delete the HTTPD folder or the files inside.

3. From the GFI LanGuard console, click the menu button on the top left and navigate to Help > Enable debug.

   Note: If the Enable Debug option is grayed out, this means Debug mode is already enabled, and you can continue with the next steps. 

   During your next scan, you should receive an alert that the Debug mode may affect the scan performance. If you want to turn off the Debug mode, click the alert and turn it off.

4. Restart all the services stopped in the first step.

5. Attempt to reproduce the problem or wait until the issue reoccurs.

   Note: If the reproduction of the issue takes an extended period, refer to the extended logging section of this article.

6. From the GFI LanGuard console, click the menu button on the top left. Navigate to Help > Troubleshooter and run through the steps provided by the troubleshooter.

7. Gather the logs and save them in a zip file. Enter the ticket number in the following format: GFI-00000X-XXXXXX where the X's represent your ticket ID.

8. Once the logs are ready, upload the zip file and provide the file name (or the file transfer site's download link) to support, with any other relevant screenshots or screencasts (in a zip file). 

   • Send the screenshots as a reply to the email you received if a new case is created.

   • Send the screenshots by replying to any of the previous emails from the case if a case already exists.

 

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Uploading the Logs File to FTP Server

 

GFI LanGuard 12

The troubleshooter offers to upload the log files to the GFI FTP servers automatically. Use the provided feature to upload and take note of the file name.

 

Earlier versions of GFI LanGuard

To upload the troubleshooter file to the GFI FTP site manually:

1. Open the Windows File Explorer (NOT Internet Explorer).

2. Enter ftp.gfisoftware.com in the address bar.

3. Once the link opens, right-click on the file section of the box and select Login as...

4. In the Login as... dialog box, enter the following information:

   Username: gfi
   Password: gfi911cust

5. A blank window appears after successfully logging in. Drag the (troubleshooter logs zip) file into the blank/white space to upload it to the FTP server.

Note: If you get a duplicate file error while uploading, please change the name of the file (e.g., add _v1 or _<date> to the file name, before the extension), and try again.

 

WeTransfer

If you are unable to upload files via FTP, use a file transfer site such as WeTransfer.

1. In both the To (Friend's email) and From (Your email) fields, enter your email address.

2. Upload the log (zip) file. After successfully uploading the file, you will receive an email from WeTransfer containing a download link.

3. Share this link with the support agents.

 

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Extended Logging 

 

As mentioned above, issues that take hours to reproduce or issues that may occur during scheduled overnight scans can be challenging to capture due to the sliding log functionality, where only the latest logs are kept. To log issues that take longer/extensive hours: 

1. Browse to the following registry value using the Registry Editor.

   • For 32-bit installations:
     HKEY_LOCAL_MACHINE\SOFTWARE\GFI\LNSS<version number>\Config
   • For x64-bit installations:
     HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\GFI\LNSS<version number>\Config

2. Add/modify multifilebackupcount and set it to a decimal 20. The value can be adjusted to provide more time if necessary, by allowing more rollover entries:

   1. In the Registry Editor, navigate to Edit > New from the top menu, or you may also right-click (on some blank space) in the Registry Editor, and choose New.

   2. Under the New menu, select DWORD (32-bit) Value.

   3. Type multifilebackupcount for the name.

3. Restart the GFI LanGuard Attendant Service to have the value take effect before reproducing the issue.

 

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