Overview

Troubleshooter logs contain essential information that allows GFI Support to investigate the issue. This article provides information on how to gather and provide GFI LanGuard Agent troubleshooter logs.

Diagnosis

When requested by a GFI Technical Support Representative to gather and provide troubleshooter logs on the (affected) machine where the GFI LanGuard Agent is installed, please follow the instructions in the sections below.

Note: Where registry or file paths are mentioned in this article, replace <version number> with the decimal version number of GFI Languard that you are running. For example, for version 12, use ...\GFI\LNSS12\... and ...\GFI\LanGuard 12\....

Solution

Delete Old Data

Before gathering any new logs, it is important to delete old logging data:

1. If you are running version 12 or later - stop the GFI LanGuard Attendant Service.
   1. Press Windows + R keys together to open the Run dialog box.
   2. Type services.msc and press the Enter key.
   3. Stop the GFI LanGuard Attendant Service.
2. Delete all existing files from the following folder:
   

   Exception: DO NOT delete the HTTPD directory or the files inside it.

   Important: Delete the files, and NOT the folder.

   • For Microsoft Windows 2003/XP:
     C:\Documents and Settings\All Users\Application Data\GFI\LanGuard <version number>\DebugLogs.
   • For Microsoft Windows Vista/2008/7/10:
     C:\ProgramData\GFI\LanGuard <version number>\DebugLogs.

Enable Debug Mode

After deleting old data, enable debug mode:

1. Open the Registry Editor on the GFI LanGuard client (Agent) machine. To do so:
   1. Click Windows Icon / Start.
   2. Type Run and press the Enter key.
   3. Type regeditand press the Enter key.
2. In the Registry Editor, browse to the following key:
   • For 32-bit installations:
     HKEY_LOCAL_MACHINE\SOFTWARE\GFI\LNSS<version number>\Config.
   • For 64-bit installations:
     HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\GFI\LNSS<version number>\Config.
3. Change the DWORD value for Debug to 1.
4. Add/modify multifilebackupcount, and set it to a decimal 10.
   To add:
   1. In Registry Editor, do either of the below:
      • Navigate to Edit > New from the top menu.
      • Right-click (on some blank space) in the Registry Editor and choose New.
   2. Under the New menu, choose DWORD (32-bit) Value.
   3. Type multifilebackupcount for the name.
5. Close the Registry Editor.
6. Restart the GFI LanGuard Attendant Service, which was stopped during the first step in the previous section.

Reproduce the Problem and Note the Exact Time When the Issue Occurred

It may take several hours, overnight, or even in some cases a few days to reproduce the issue.

To avoid having to repeat this procedure, please make sure the problem is reproduced fully. Should the issue be reproducible by taking specific steps, please record the actions. You could use the Problem Steps Recorder, the use of which is explained in the article Using psr.exe.

The debug logs are limited in size, so the relevant data may be missing if the logs are not captured in a timely fashion. It is, therefore, essential to note the exact time when the issue occurred.

Generate Troubleshooter Files

Troubleshooter files contain essential information to investigate the issue and can be generated by using the GFI LanGuard Troubleshooter:

1. Run GFI Languard Troubleshooter.
   1. Click Windows Icon / Start.
   2. Type Run and press the Enter key.
   3. Type Lantroubleand press the Enter key.
2. Select Gather only application information and logs and answer the questions set by the troubleshooter - as accurately as possible.
   Once the Troubleshooter finishes running, it creates a zip file.

Upload the Logs File to Share with Support

For GFI LanGuard 12, the Troubleshooter offers to upload the files to our servers automatically. Use the offered feature to upload and take note of the file name.

For the earlier versions of GFI LanGuard, upload the Troubleshooter file to our FTP site manually using the instructions below. You can also include any other information (requested by Support).

1. Open the Windows File Explorer (NOT Internet Explorer).
2. Enter ftp.gfisoftware.com in the address bar.
3. Once the link opens, right-click on the file section of the box and select Login as...
   In the Login as... dialogue, enter the following:
   • User name: gfi
   • Password: gfi911cust
     A blank window is displayed on a successful login.
4. Drag the (troubleshooter logs zip) file into the blank white space, to upload it to the FTP.

If you get a duplicate file error while uploading, please change the name of the file (e.g., add _v1 or _<date> to the file name, before the extension) and try again.

If you are unable to upload files via FTP, use a file transfer site, such as WeTransfer. For WeTransfer:

1. In both the To (Friend's email) and From (Your email) fields, enter your email address.
2. Upload the log (zip) file.
   On successful upload, you receive an email from WeTransfer, with a download link.

Reply to the Case

Reply to the case ticket to confirm that the upload is complete and specify:

• The (exact) name of the file uploaded to FTP (or the file transfer site's download link).
• The time when the issue was reproduced.
• The IP address of the target machine, if applicable.

Disable Debug Mode

Follow the steps for enabling Debug mode, and set the DWORD value for Debug to 0.