Answer
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, please first submit a request at: www.gfi.com/supportform.
Please follow these steps that will provide us the needed information to isolate the issue:
- Note: Please follow each of the steps in order and include all of the files requested in order to prevent delays due to requests for additional information
- Close the GFI EventsManager console and stop the services for GFI EventsManager from the Services Management Console (start, run, services.msc)
- Navigate to the GFI EventsManager directory and open crmiini.xml with notepad
- Find the section for <debug>0</debug> and change the 0 to a 1, then save the change
- Delete all files from the EventsManager..\DebugLogs directory
- Start the services for GFI EventsManager from the Services Management Console (start, run, services.msc)
- Recreate the issue and take screenshots of any details that relate to the recurrence (e.g. you could use the Problem Steps Recorder: http://www.gfi.com/support/products/psr-exe)
- Run the GFI EventsManager troubleshooter from Start, Programs, GFI EventsManager, Troubleshooter. Choose to gather only application information and logs, and be sure to provide details for issue creation with the wizard (ex: approximate time of occurrence)
- Save any screenshots that relate to the issue in a folder on your desktop named in format: Year_Month_Day_GFI-xxxxxx-xxxxxx (ex: 2012_01_05_GFI-120105-555555)
- Run the PowerShell script "Get-ChildItem -Path *.exe, *.dll | sort -Property LastWriteTime -Descending > binariesData.txt" on the EventsManager installation folder and add the output file to the folder
- Copy the zip file that the Troubleshooter creates in the GFI EventsManager install directory to the folder
- Save the SYSTEM and APPLICATION event logs in .evt format, then add them to the folder. Zip the folder
- Upload the file to our FTP server:
- Login to the FTP server (Note: If you see a page with many files and folders, right-click on the page and choose Logon As..., and put in the credentials below)
- FTP Server details:
- Host: ftp://ftp.gfisoftware.com
- User: gfi
- Pass: gfi911cust
- If using Internet Explorer use ftp://gfi:gfi911cust@ftp.gfisoftware.com
- FTP Server details:
- Copy and paste the file into the page
- Login to the FTP server (Note: If you see a page with many files and folders, right-click on the page and choose Logon As..., and put in the credentials below)
- Reply to the case email with the exact FILENAME uploaded