Overview

• When faced with an issue and seeking support, users need to first open a case, by submitting a request to GFI Support.
• In the process of resolution, GFI Technical Support Representative may request users to gather troubleshooter logs.
• This article explains the process for gathering troubleshooting logs for issues related to GFI EventsManager and sharing them with the support team. 

Process

It is important to perform each of the following steps in order and include all requested files to prevent delays due to requests for additional information.​

1. Close the GFI EventsManager console and stop the services for GFI EventsManager from the Services Management Console (start, run, services.msc).
   
   
2. Navigate to the GFI EventsManager directory and open crmiini.xml with notepad.
   
   
3. Find the section for <debug>0</debug> .
   
   
4. Change it to <debug>1</debug> and save.
   
   
5. Delete all files from the EventsManager..\DebugLogs directory.
   
   
6. Start the services for GFI EventsManager from the Services Management Console (start, run, services.msc).
   
   
7. Recreate the issue and take screenshots of any details that relate to the recurrence (e.g., Users may use Problem Steps Recorder for strong step-by-step documentation).
   
   
8. Run the GFI EventsManager troubleshooter from Start > Programs > GFI EventsManager > Troubleshooter.
   
   
9. 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).
   
   
10. 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).
    
    
11. 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.
    
    
12. Copy the zip file that the Troubleshooter creates in the GFI EventsManager install directory to the folder.
    
    
13. Save the System and Application event logs in '.evt' format, then add them to the folder.
    
    
14. Zip the folder on your desktop with all the files.
    
    
15. Upload the zipped folder file to GFI FTP server, using in the credentials below:
    
    
    • Host: ftp://ftp.gfisoftware.com
    • User: gfi
    • Pass: gfi911cust
    • If using Internet Explorer use ftp://gfi:gfi911cust@ftp.gfisoftware.com
      
      
16. ​Reply to the case email with the exact file name that was uploaded.