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Gathering Troubleshooter Logs & other relevant info to upload during ticket creation/reply for FaxMaker

Overview

This article describes the steps to gather Troubleshooter Logs & other relevant information to send to Support team for issues in GFI FaxMaker. 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.

 

Prerequisites

Before enabling debug, review the logs in the logs folder and remove/backup or delete any files over 10 MB, or 10,xxx KB as the size appears in the logs folder, which by default is C:\Program Files (x86)\GFI\FaxMaker\logs.  This will assist with long upload times and upload failures to the FTP.  

 

Process

Recreating the Issue:

  1. Open the FaxMaker Configuration and expand the Advanced node.
  2. Select the Miscellaneous node and click Properties from the window on the right.
    image5.png
  3. Under Troubleshooting options, check the Enable debug mode box.
    image17.png
  4. Click OK, and you will be asked to restart the FaxMaker Services.  Select Yes to enable the debug mode and restart the services.
  5. Recreate the issue and take screenshots of any details that relate to the recurrence.
    • Keep a record of the exact steps taken, including the 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
  6. After the problem is reproduced, wait 30 minutes so that any other processes that are running can be logged other than the reproduction steps.

<supportagent>

If the customer is unable to access the Configuration Console, they can enable Debug Logging by modifying the registry key: HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\GFI Fax & Voice\FAXmaker\Config\debug and then restarting the FaxMaker services.

</supportagent>

 

Generating the Troubleshooter Logs:

  1. Run the GFI FaxMaker Troubleshooter from Start > Programs > GFI FaxMaker > GFI Troubleshooter
  2. Follow the Log Collector Wizard for collecting the required and pertinent information. Do NOT tick the option to automatically upload files

 

Creating the Compressed File to Upload (New tickets - Manual Method):

  1. Create a new folder on your desktop and give it a unique name - like 'GFI-FM-<Key>-<DateTime>' (replacing <Key> with your product key and <DateTime> with the date and time the log was created in YYYYMMDDhhmm format Eg. GFI-FM-LNKR12345678-202104151804 (log created on 15-Apr-2021 18:04)
  2. The Troubleshooter will generate its logs in a folder at the following location: C:\Users\[user name]\AppData\Local\Temp\2\GFI Software
  3. Move these logs to the folder you created in step 1.
  4. Also move the recreation screenshots & videos created earlier to the same folder created in step 1.
  5. Right-Click the folder now containing the Troubleshooter Logs, recreation screenshots & videos and select Sent To > Compressed (Zipped) Folder.
  6. 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.
  7. 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:

  1. Open Windows Explorer (Not Internet Explorer) and navigate to: ftp://ftp.gfisoftware.com
  2. Go to File > Login As (If you do not see File, tap Alt)
  3. Use the following Login Credentials. Please note once you log in, all the files/folders will be hidden.
    Username:gfi
    Password:gfi911cust
  4. 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.
  5. 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
  6. If the upload still fails, please use another option to upload the file - like an FTP client or wetransfer
  7. 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):

  1. Run the GFI FaxMaker Troubleshooter from Start > Programs > GFI FaxMaker > GFI Troubleshooter
  2. The LogCollector welcome screen will appear. Click Next.
  3. Fill in the details as seen in the screenshot below. Including case number, if this log is related to an existing case.

    GFI_LogCollector.png

    • 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.
      • For the email address field, input the same email address that was used to open the ticket.
  4. The logs will be automatically uploaded to our FTP site.
  5. If there are issues with the automatic upload, please follow the instructions above to upload the logs manually

 

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  1. Priyanka Bhotika

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