While troubleshooting GFI MailEssentials issues, many a time you may find a need of performing advanced troubleshooting steps, to go ahead with that you will need to gather detailed troubleshooting information in order to first understand the root cause of the problem & provide the same details to the Support Team to help you better. This article will guide you in gathering required information and upload it to the GFI FTP portal.
Recreating the issue: -
Recreate the issue and take screenshots of any details that relate to the recurrence.
- Keep a record of the exact steps taken incl. hour and minute of when the issue occurred
- Use the Problem 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 incl. the system clock with hour and minute
NOTE: The above are not gathered by the LogGatherer tool and need to be uploaded manually.
Generating the Troubleshooter Logs: -
- The Troubleshooter Program can be run through the Start Menu: Start > Programs > GFI MailEssentials > Troubleshooter
- Follow the log generation wizard to completion, answering the required and pertinent information.
Creating the Compressed File to Upload (Manual Method): -
- Create a folder on your Desktop and give it a name reflecting your Ticket Number
- The Troubleshooter will generate its logs in a folder at the following location, depending on the product version:
- MailEssentials 2012: ..\Program Files (x86)\GFI\MailEssentials\Troubleshooter\support\ (No zip file is created, gather the support entire directory)
- MailEssentials 2014: C:\Users\<User>\AppData\Roaming\GFI Software\Support\<filename>.zip
- MailEssentials 2015: C:\Users\<User>\AppData\Roaming\GFI Software\Support<filename>.zip
- MailEssentials 20: C:\Users\<User>\AppData\Roaming\GFI Software\Support\<filename>.zip
- Move these logs to the folder you created in step 1
- Right Click the folder now containing the Troubleshooter Logs and select Sent To > Compressed (Zipped) Folder
- Use the information in the section titled Uploading to the GFI FTP to upload the logs.
Creating the Compressed File to Upload (Automatic Method): -
- Fill in the details according to the case created, and it is essentials to write the correct case number in the location provided.
- The logs will be automatically uploaded to our FTP site.
Uploading to the GFI FTP: -
- Open Windows Explorer (Not Internet Explorer) and navigate to:
- Go to File > Login As: (If you do not see File, tap Alt)
NOTE: Once you log-in, all the files/folders will be hidden.
- Drag and drop the Zipped Log Folder created previously into the FTP Window.
- Inform Support once the file has successfully uploaded.
NOTE: Only archive (compressed) files may be uploaded to the FTP site.