How to gather and submit troubleshooting logs for Kerio Products

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:

1. Go to Webadmin > Status > System Health and click the Support Information link to download the support information file.
2. 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:

1. Go to Webadmin > Logs > Debug, right click and select Messages.
2. Enable the log message categories as requested by technical support and click OK.
3. 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:

1. Go to Webadmin > Logs > Debug, right click and select Save Log. While saving, select Format as Plain Text and Source as Full File.
2. Right click again and select Messages.
3. 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

1. 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.
2. 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.
3. 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
4. Drag and drop the compressed file onto the page.
   Note: Only compressed files can be uploaded to the FTP site.
5. 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.