Overview

This article provides information on how to gather the Troubleshooter logs from the machine where GFI LanGuard is installed, and provide this information to the GFI Technical Support Representatives when requested.

Solution

Troubleshooter logs, screenshots, and screencasts help the GFI Support in understanding issues better. Troubleshooter logs especially contain essential information that allows GFI Support to investigate the issue.

When requested by a GFI Technical Support Representative to gather and provide troubleshooter logs on the GFI LanGuard server, please follow the instructions in the sections below.

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\....

Delete Old Logging Data

1. Stop GFI LanGuard Attendant Service. For GFI LanGuard 12 or later, also stop GFI LanGuard 12 service.
   1. Press Windows + R keys together to open the Run dialog box.
   2. Type services.msc and press the Enter key.
   3. Locate and stop the service(s).
2. Delete all existing files from C:\ProgramData\GFI\LanGuard <version number>\DebugLogs
   

   Exception: DO NOT delete the HTTPDfolder or the files inside it.

   Important: Delete the files, and NOT the folder.

Enable Debug Mode

From the GFI LanGuard console, click the menu button on the top left and navigate to Help > Enable debug.

If the Enable Debug option is grayed out, this means Debug mode is already enabled. 

If the console is inaccessible, you can enable Debug mode using the Registry Editor instead:

1. Press Windows + R keys together to open the Run dialog box.
2. Type regeditand press the Enter key.
3. 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.
4. Change the DWORD value for Debug to 1.
5. Close the Registry Editor.

Reproduce the Problem

Restart all the service(s) stopped in the first section.

Attempt to reproduce the problem or wait until the issue reoccurs. Make sure the problem is reproduced fully. If the reproduction of the issue takes an extended period, refer to the Extended Logging section of this article.

If the issue should be reproducible by taking specific steps, please record the actions. Use the Problem Steps Recorder to record your screen or capture screenshots that show the entire screen, including the system clock.

• Note: When asked for the case ID, you should be inserting it as: GFI-00000X-XXXXXX, where XXXXXXX is the ticket number that you have opened with GFI Support; for example, if the ticket number was 1234567 it would be entered as GFI-000001-234567.

Generate Troubleshooter Files

From the GFI LanGuard console, click the menu button on the top left. Navigate to Help > Troubleshooter and run through the steps provided by the Troubleshooter.

If the console is inaccessible, run Troubleshooter directly instead. Press Windows + R keys together to open the Run dialog box, type Lantroubleand press the Enter key.

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 provided feature to upload and take note of the file name.

For the earlier versions of GFI LanGuard, give Troubleshooter zip file the name in the following format: GFI-00000X-XXXXXX where the X's represent your ticket ID, and upload it to our FTP site manually:

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. A blank window appears after successfully logging in. 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, send any other relevant screenshots or screencasts (in a zip file) 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.

Disabling Debug Mode

If you want to turn off the Debug mode, follow the steps for enabling Debug mode, and set the DWORD value for Debug to 0.

Extended Logging

Issues that take hours to reproduce or occurring during scheduled overnight scans can be challenging to capture due to the sliding log functionality, where only the latest logs are kept. To log issues that take longer/extensive hours: 

1. Browse to the following registry value using the Registry Editor.

   • For 32-bit installations:
     HKEY_LOCAL_MACHINE\SOFTWARE\GFI\LNSS<version number>\Config
   • For x64-bit installations:
     HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\GFI\LNSS<version number>\Config

2. Add/modify multifilebackupcount and set it to a decimal 20. The value can be adjusted to provide more time if necessary, by allowing more rollover entries:

   1. In the Registry Editor, navigate to Edit > New from the top menu, or you may also right-click (on some blank space) in the Registry Editor, and choose New.

   2. Under the New menu, select DWORD (32-bit) Value.

   3. Type multifilebackupcount for the name.

3. Restart the GFI LanGuard Attendant Service to have the value take effect.