Overview

This article explains how to collect GFI OneGuard troubleshooting logs when requested by a GFI Technical Support Representative.

 

Process

Enabling Debug Mode

1. On server machine where the GFI OneGuard Platform is installed, go to the GFI OneGuard installation directory, which by default is \Program Files\GFI\Oneguard\
   
   
2. Go to \Tools\DebugLogsTool and run the .exe file.
   
   
3. Check Debug Logs option and select Enable.
   
   
4. Under Options select Backup and Delete.
   
   
5. Click Go, and close the window once the process gets completed.

 

Recreating the Issue:

Recreate the issue and take screenshots of any details that relate to the recurrence. Please note that this information is not gathered by the LogGatherer tool and need to be uploaded manually.

• Keep a record of the exact steps taken including hour and minute of when the issue occurred.
• Use the Problems Step Recorder (psr.exe) 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 the hour and minute.

 

Gathering and Submitting Logs Automatically

1. Run the GFI OneGuard LogCollector utility, which by default is stored here: \Program Files\OneGuard\Tools\LogCollector.exe
   
   
2. Click Next on the Welcome Screen.
   
   
3. Fill in contact information.
   
   
4. If you already have a case registered, specify the Case Number, else select New Case and fill in a description of the problem you are experiencing and how it can be reproduced.
   
   
5. When you are entering the Case Number, please use the format given below:
   • Retrieve your case number from the support portal:
     
     
     
     
   • Enter your case number with leading zeros:
     
     
     
     
6. Leave Automatically upload files option as checked and click Next.
   
   
7. Skip or enter administrator credentials to collect debug information.
   
   
8. Click Next to start gathering logs.
   
   
9. Once the process finishes, reply to the case email with the .zip file containing screenshots and additional items.

 

Gathering and Submitting Logs Manually 

In case you didn’t choose to upload the files automatically, you can use these steps to manually upload the .zip file as generated by the LogCollector, to GFI FTP server:

1. Open Windows Explorer (Not Internet Explorer) and navigate to: ftp://ftp.gfisoftware.com
   
   
2. Go to File > Login As: (If you do not see File, tap Alt)
   
   
3. Use the following Login Credentials. Please note once you log-in, all the files/folders will be hidden.
   Username:gfi
   Password:gfi911cust
   
   
4. Drag and drop the Zipped Log Folder created previously into the FTP Window. Please note that only archive (compressed) files may be uploaded to the FTP site.
   
   
5. Inform Support once the file has successfully uploaded.