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Gathering Troubleshooter Logs from the GFI LanGuard Console Version 2011

Author: Luis Fernandes Updated

Overview

This article guides you on how to gather Troubleshooter logs from the GFI LanGuard console particularly for issues related to version 2011.

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, submit a request ticket to get assistance.

Process

IMPORTANT! The following procedure should be performed on a machine where the Main Interface of GFI LanGuard 2011 is installed.


A. Deleting Old Data

  1. Close the GFI LanGuard UI if open.
  2. Stop the GFI LanGuard 10 Attendant Service.
  3. Delete all existing files in:
    • Windows 2003/XP: C:\Documents and Settings\All Users\Application Data\GFI\LanGuard 10\DebugLogs
    • Windows Vista/2008/7: C:\ProgramData\GFI\LanGuard 10\DebugLogs

IMPORTANT! Do not delete the folder itself​.

B. Enabling Debug mode

  1. Open the Registry Editor on the GFI LanGuard machine.
    • Go to Start > Run and type regedit.
  2. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\GFI\LNSS10\Config
    • For 64 bit installations: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\GFI\LNSS10\Config
  3. ​Change the DWORD value for Debug to 1.
  4. Add/modify the multifilebackupcount value's data and set it to a decimal 10.
    • To Add: Choose New > DWORD (32-bit) Value and type multifilebackupcount for the name.
      NOTE: The GFI technician may have you choose different data settings depending on the time necessary to recreate the problem.
  5. Close the Registry Editor and restart the services stopped in Step A.

C. Reproducing the Problem and Noting the Exact Time It Occurred

  • To avoid having to do this procedure repeatedly, make sure the problem is reproduced completely.
  • It may take several hours, overnight, or even in some cases a few days (if it's random) to reproduce the issue so that the necessary logging is included.
  • The debug logs are limited in size and only includes a data set timeframe that is dependent on the logs we need to review and the multifilebackupcount setting.

D. Generating Troubleshooting Files

  1. Generate the files using the GFI LanGuard Troubleshooter:
    • Go to Start > Run and type Lantrouble or open the GFI LanGuard Program Group.
  2. Select Gather only application information and logs and answer the questions set by the Troubleshooter as accurately as possible.
  3. Once the Troubleshooter program is finished, a zipped file is created with the following name format: date_time_LNSSSupport.zip

E. Uploading Files via GFI FTP Server

  1. Using the Windows Explorer browser, navigate to ftp://ftp.gfisoftware.com.
  2. Press Alt + V (View) and then select Open FTP Site in Windows Explorer.
  3. Once the window opens, right-click on the file section of the box and select Login as using the following credentials:
    • User: gfi
    • Password: gfi911cust
  4. Click and drag the file to the blank white space.

    NOTE: Include other requested information in the FTP server.

If Unable to Upload Files via FTP

  1. Go to WeTransfer.
  2. Enter your email address on both Email To and Your Email fields.
  3. Add the zipped log files and click Transfer to upload the files.
  4. An email is sent to your Inbox with the file transfer information.
  5. Send the WeTransfer download link to the GFI Support representative.


Additional Steps after the upload is complete:

  • Specify the exact name of the uploaded file in the reply email to the case.
  • Also, if possible, include the time when the issue was reproduced and the IP address and/or NetBIOS name of the target machine if applicable.