Overview

This article provides information on how to gather the Troubleshooter logs from the machine where GFI LanGuard is installed and provides 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.

Delete Old Logging Data

1. Delete all existing files from C:\ProgramData\GFI\LanGuard 12\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:
   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

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.

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.

• 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.

Upload the Logs File to Share with Support 

Attach the zip file generated earlier to the ZD ticket by using the attachment option:

If you are not able to do so because the file is too large,  give the Troubleshooter zip file the name in the following format: GFI-00000X-XXXXXX where the X's represent your ticket ID, and 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.

Note:

• The default location of the zipped logs file generated after running the troubleshooter is C:\Program Files (x86)\GFI\LanGuard 12 Agent\, but if it’s not there please check any other directories that exist inside C:\Program Files (x86)\GFI\ and C:\Program Files\GFI\ (if present).
• The file’s name is usually similar to “SupportLog_<name_of_the_server>_<date>_<alphanumeric_string>_.zip", so you can also use the Windows search function to find any zip files that start with “Support” on your C drive, for example.
• If everything else fails, simply re-run the troubleshooter wizard taking the following precautions:
  • On the Troubleshooter, please select to only collect troubleshooting data (do not choose to automatically diagnose issues), and don't select the option to enable verbose logging.
  • After the files have been collected and compressed, please only check the option “Do Not Upload Files” (instead of accepting the Terms & Conditions), and you will be able to see the location where the file was saved on your machine.
    
    

Disabling Debug Mode

You could turn off the Debug mode, (this could potentially reduce the resources used by LanGuard) by clicking on the prompt that appears in LanGuard:

In the screenshot, you can see that "Enable debug mode" is greyed out which means it's already enabled, otherwise the message below won't appear. By clicking on it, debug mode will automatically turn off.

Alternatively, you can 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 occur 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 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.