- It is recommended to follow the instructions when requested by a GFI Technical Support Representative.
- If you do not have an open case, please first submit a request at: http://www.gfi.com/support/technical-support-form.
A. Delete Old Data
- Stop the GFI LanGuard 12 Attendant Service
- Delete all existing files (Exception: DO NOT delete the HTTPD directory) in:
- <C:\Documents and Settings\All Users\Application Data\GFI\LanGuard 12\DebugLogs> (on Microsoft Windows 2003 / XP)
- <C:\ProgramData\GFI\LanGuard 12\DebugLogs> (on Microsoft Windows Vista / 2008 / 7 / 10)
B. Enable Debug mode
Open the registry editor on the GFI LanGuard client machine (Start > Run > 'regedit' > Enter)
- Browse to HKEY_LOCAL_MACHINE\SOFTWARE\GFI\LNSS12\Config
- for x64 bit installations: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\GFI\LNSS12\Config
- Change the DWORD value for 'Debug' to '1' (without quotes)
- Important: 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).
- Close the registry editor and restart the services stopped in (A.)
C. Reproduce the problem once and note the exact time when the issue occurred
- To avoid having to do this procedure repeatedly, please make sure the problem is reproduced fully.
Note: It may take several hours, overnight, or even in some cases a few days to reproduce the issue.
- The debug logs are limited in size; so it may not include the relevant data if the logs are not captured in a timely fashion manner.
- Should the issue be reproducible by taking certain steps, please record these steps (e.g. you could use the Problem Steps Recorder:
D. Generate Troubleshooting Files (These files contain important information, which will allow GFI to investigate the issue)
- The troubleshooter files can be generated by using the GFI LanGuard Troubleshooter, which can be executed from Start > Run > 'Lantrouble' > Enter
- Select 'Gather only application information and logs' and answer the questions set by the troubleshooter as accurately as possible
- Once the troubleshooter program is finished, it will create a zip file:
- GFI LanGuard 12 will offer to upload the file automatically. Take note of the file name and send this to the technician.
- Earlier versions do not upload the file automatically. In this case upload it to our FTP site per the instructions below.
E. Please include all other requested information and upload the file to our FTP Server. The FTP details are below:
Using the Windows Explorer (not Internet Explorer), perform the following:
- Enter ftp.gfisoftware.com in the address bar.
- Once the window opens, right click in the file section of the box and select Login as...
- In the Log On As dialogue enter the following:
- User name: gfi
- Password: gfi911cust
- A blank window will be displayed. Drag the file created into the blank white space.
- If you get a error uploading, please change the name of the file slightly (add a "_1" before the extension) and try again.