This article describes the steps to gather Troubleshooter Logs & other relevant information to send to Support team for issues in GFI MailEssentials. It would really help faster ticket resolution if all these logs and screenshots are uploaded during ticket creation itself, to avoid unnecessary delays from the Support team to ask you again for all this information anyway.
Recreating the Issue:
Note: Make sure to Enable Tracing in Switchboard before recreating the issue.
Recreate the issue and take screenshots of any details that relate to the recurrence. Please note that this information is not gathered by the LogGatherer tool and needs to be uploaded manually.
- Keep a record of the exact steps taken including hour and minute of when the issue occurred.
- Use the Problems Step Recorder (psr.exe) to capture screenshots. It is bundled with current versions of Windows operating systems.
- If not using psr.exe, ensure that the screenshots show the whole screen including the system clock with the hour and minute.
- If possible, please also record a video using loom
Generating the Troubleshooter Logs:
- The Troubleshooter Program can be run through the Start Menu: Start > Programs > GFI MailEssentials > Troubleshooter
- Follow the Log Generation Wizard for collecting the required and pertinent information.
Creating the Compressed File to Upload (New tickets - Manual Method):
- Create a new folder on your desktop and give it a unique name - like 'GFI-ME-<Key>-<DateTime>' (replacing <Key> with your product key and <DateTime> with the date and time the log was created in YYYYMMDDhhmm format Eg. GFI-ME-LNKR12345678-202104151804 (log created on 15-Apr-2021 18:04)
- The Troubleshooter will generate its logs in a folder at the following location, depending on the product version:
- MailEssentials 2012: ..\Program Files (x86)\GFI\MailEssentials\Troubleshooter\support\ (No zip file is created, gather the support entire directory)
- MailEssentials 2014: C:\Users\<User>\AppData\Roaming\GFI Software\Support\<filename>.zip
- MailEssentials 2015: C:\Users\<User>\AppData\Roaming\GFI Software\Support<filename>.zip
- Move these logs to the folder you created in step 1.
- Also move the recreation screenshots & videos created earlier to the same folder created in step 1.
- Right-Click the folder now containing the Troubleshooter Logs, recreation screenshots & videos and select Sent To > Compressed (Zipped) Folder.
- Upload the zip file created in step 6 in the ticket creation form or as a reply message if the ticket has already been created.
- If the zip file size is too large to be uploaded in the ticket, then please follow the instructions below to upload to GFI FTP
(Optional) Uploading to GFI FTP:
- Open Windows Explorer (Not Internet Explorer) and navigate to:
- Go to File > Login As (If you do not see File, tap Alt)
- Use the following Login Credentials. Please note once you log in, all the files/folders will be hidden.
- Drag and drop the Zipped Log Folder created previously into the FTP Window. Please note that only archive (compressed) files can be uploaded to the FTP site.
- If you get an error while uploading, please change the name of the file (e.g., suffix _v1 or something similar to the file name) and try again
- If the upload still fails, please use another option to upload the file - like an FTP client or wetransfer
- Inform Support once the file has successfully uploaded - please provide the FTP file name or wetransfer link
(Optional) Creating the Compressed File to Upload (Existing tickets - Automatic Method):
- Open the GFI LogGatherer tool (Start Menu: Programs > GFI MailEssentials > Troubleshooter)
- Read the terms of usage and click the Next button to accept.
- Fill in the details as seen in the screenshot below. Including case number, if this log is related to an existing case.
- Note: When asked for the Case Number, you should be inserting it as: GFI-00000X-XXXXXX, where XXXXXXX is the ticket number that you have opened with GFI Support, for example, 1234567 would be entered as GFI-000001-234567.
- The logs will be automatically uploaded to our FTP site.
- If there are issues with the automatic upload, please follow the instructions above to upload the logs manually