Answer
Learn how to gather and submit troubleshooting logs for Kerio products. Perform these steps when requested by a GFI Technical Support Representative and in the given sequence, providing all the requested files to prevent delays.
Step 1 – Gather the current Debug logs
In the Administration interface of your Kerio Product:
- Go to Webadmin > Status > System Health and click the Support Information link to download the support information file.
- Go to Webadmin > Logs > Debug, right click and select Save Log. While saving, select Format as Plain Text and Source as Full File.
Step 2 - Enable message categories for debugging and clear the existing debug logs
In the Administration interface of your Kerio Product:
- Go to Webadmin > Logs > Debug, right click and select Messages.
- Enable the log message categories as requested by technical support and click OK.
- Right click again and select Clear Logs. This deletes all current logs to ensure that fresh logs get captured while reproducing the issue.
Step 3 - Reproduce the issue
Recreate the issue that you are encountering and take screenshots of any details that relate to its recurrence.
- Keep a record of the exact steps taken including the 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 including the system clock with hour and minute.
Step 4 - Gather fresh Debug logs and disable log message categories
In the Administration interface of your Kerio Product:
- Go to Webadmin > Logs > Debug, right click and select Save Log. While saving, select Format as Plain Text and Source as Full File.
- Right click again and select Messages.
- Disable the log message categories that were enabled previously and click OK. You must do this to prevent heavy consumption of the system resources.
Step 5 - Submit Logs and Details
- Gather all the log files, screenshots and any other relevant information as generated and captured before, during and after the issue regeneration within a common folder.
- Compress this folder and name it in YY_MM_DD_CompanyName format. For example, 09_02_21_abcsoftware.zip.
Take a note of the file name as you will need it later. - Login to the FTP server.
Note: If you see a page with many files and folders, right-click the page, select Logon As..., and key-in the credentials as given below:- Host: ftp://ftp.gfisoftware.com
- User: gfi
- Pass: gfi911cust
- Drag and drop the compressed file onto the page.
Note: Only compressed files can be uploaded to the FTP site. - Inform Support once the file has been successfully uploaded by replying to the case email with the name of the file uploaded on FTP.
In case you are logging a new case, make sure you specify the correct name of the file uploaded on FTP within the appropriate field on the Web Submission Form.