General Information

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Patrizia

  • Total Posts : 8474
  • Joined: 8/19/2003
  • Location: Malta
  • Status: offline
General Information Tuesday, March 21, 2006 10:55 AM (permalink)
This topic will provide information on how to perform important troubleshooter steps and essential information required when an issue is encountered.

This topic will be updated as needed, however only moderators will be able to update this topic.

Note: When an issue is encountered, it is best to first search through the GFI knowledge base:
http://kbase.gfi.com


Before posting your query, do a quick search on these forums to check whether a similar query has already been replied to:
http://forums.gfi.com/search.aspx. Remember to restrict the query to the product that you are using.

If you have an urgent issue, it is best to contact gfi support directly using the support request form.
<message edited by owenb on Tuesday, July 14, 2009 11:45 AM>
Patrizia Caruana
GFI Software - www.gfi.com
Messaging, Content Security & Network Security Software
 
#1
    Patrizia

    • Total Posts : 8474
    • Joined: 8/19/2003
    • Location: Malta
    • Status: offline
    Enabling debug and Sending troubleshooter files Tuesday, March 21, 2006 11:04 AM (permalink)
    How to enable debug and send us troubleshooter files for problems with the GFI EndPointSecurity main application:

    1. Enable Debug mode


    a) Close GFI EndPointSecurity and stop the GFI EndPointSecurity Service.
    b) Browse to the EndPointSecurity Installation Directory 
    c) Open the criimini.xml using Notepad or any other text editor.  
    d) Locate the <Debug> tag and change the value to 1.  As shown:
            <Debug>1</Debug>
    e) Save your changes and close criimini.xml.  
    f) Start the Services stopped in step (a).

    2. Reproduce the problem


    3. Generate Troubleshooter files. (These files contain important information, which will allow us to investigate the issue.)


    a) The troubleshooter files can be generated from the GFI EndPointSecurity troubleshooter program that can be found in the GFI EndPointSecurity program group.
    b) Please answer the questions set by the troubleshooter as accurately as possible.
    c) Once the troubleshooter program is finished, it will create a number of files under the GFI\EndPointSecurity\Support directory.
    IMPORTANT NOTE: Please compress all files into one zip file

    4. Upload the files to FTP


    Should the files collected exceed 3MB or are too large for you to send, please upload to our FTP Server. The FTP details are below:
    Host: ftp://ftp.gfisoftware.com
    User: gfi
    Pass: gfi911cust
    (If using Internet Explorer use ftp://gfi:gfi911cust@ftp.gfisoftware.com)

    a) Create a new folder on your machine and name it using either your ticket number or company name (e.g. domain.com)
    b) Copy support.zip to the new directory.
    c) Login to the FTP server.
    d) Upload the directory with the troubleshooting files to the ftp server.
    NOTE: When the upload is finished, you will not be able to see the directory or the files. This is done to safeguard your privacy

    5. Open a case with GFI support using the support request form


    This should contain the following:
    i)    Short Decription of the issue.
    ii)   If you have posted the issue to the forums or you encounter any relevant topics on the forums, reference the url of the topic.
    iii)  Include troubleshooter files or the name of the file/folder you have uploaded.
    <message edited by owenb on Tuesday, July 14, 2009 11:48 AM>
    Patrizia Caruana
    GFI Software - www.gfi.com
    Messaging, Content Security & Network Security Software
     
    #2
      Patrizia

      • Total Posts : 8474
      • Joined: 8/19/2003
      • Location: Malta
      • Status: offline
      Good guide on how to post on a forum. Friday, May 26, 2006 4:31 PM (permalink)
      Microsoft have a very good article on how to formulate a question on a forum. Check this out before posting to make sure you receive the information you require as soon as possible:
      http://support.microsoft.com/kb/555375
      Patrizia Caruana
      GFI Software - www.gfi.com
      Messaging, Content Security & Network Security Software
       
      #3
        Nicks

        • Total Posts : 2990
        • Joined: 3/18/2003
        • Status: offline
        Important files for problems with the GFI EndPointSecurity Agent application Monday, September 04, 2006 5:19 PM (permalink)
        How to enable debug and send us important files for problems with the GFI EndPointSecurity Agent application:

        1. Enable Debug mode
        • Open the EndPointSecurity main installation.
        • Open the Status tab -> Agents tab -> right click on the computer from which you would like to collect the debug logs and select Debug -> “Collect debug logs…”


        2. Send us the system information for the EndPointSecurity Agent machine
        • Go to Start -> Run
        • Type "msinfo32 /nfo c:\gfinfo.nfo"
        • Wait till the system information is gathered. You will notice that this if finished by checking the size of c:\gfinfo.nfo. When this file changes (becomes greater then 0K), the information has been saved.
        • Please zip up and send me "c:\gfinfo.nfo"

        3. Send us the Windows Event Logs from the EndPointSecurity Agent machine? To do this:
        • Open your Event Viewer.
        • Select Application Log and click File -> "Save Log File As..."
        • Save the log file to the desktop in evt format.
        • Do the same for the System Log and the GFI EndPointSecurity Log, zip up and send me the log files.

        4. Upload the files to FTP



        Should the files collected exceed 3MB or are too large for you to send, please upload to our FTP Server. The FTP details are below:
        Host: ftp://ftp.gfisoftware.com
        User: gfi
        Pass: gfi911cust

        (If using Internet Explorer use ftp://gfi:gfi911cust@ftp.gfisoftware.com)

        • Create a new folder on your machine and name it using either your ticket number or company name (e.g. domain.com)
        • Copy support.zip to the new directory.
        • Login to the FTP server.
        • Upload the directory with the troubleshooting files to the ftp server.




        NOTE: When the upload is finished, you will not be able to see the directory or the files. This is done to safeguard your privacy.


        6. Open a case with GFI support using the support request form


        This should contain the following: 

          Short Decription of the issue. 
          If you have posted the issue to the forums or you encounter any relevant topics on the forums, reference the url of the topic. 
          Include troubleshooter files or the name of the file/folder you have uploaded.
        <message edited by owenb on Tuesday, July 14, 2009 12:20 PM>
        Nicholas Sciberras
        Product Manager
        GFI Software
         
        #4
          Nicks

          • Total Posts : 2990
          • Joined: 3/18/2003
          • Status: offline
          Upgrading to the latest build of GFI EndPointSecurity Monday, September 04, 2006 5:35 PM (permalink)
          How to upgrade an older EndPointSecurity version and all its agents?

          1. Install the latest EndPointSecurity build available using the "Import settings used in older build” option.
          2. Press Apply button to update all previously installed agents [this will uninstall the older agent and install the newer one].
          3. Restart updated machines.
          <message edited by Nicks on Monday, September 04, 2006 6:22 PM>
          Nicholas Sciberras
          Product Manager
          GFI Software
           
          #5
            Nicks

            • Total Posts : 2990
            • Joined: 3/18/2003
            • Status: offline
            Firewall configuration for installing the GFI EndPointSecurity Agent software Tuesday, September 05, 2006 3:17 PM (permalink)
            This is a common question - How to configure the firewall to install the GFI EndPointSecurity Agent software

            In order to allow EndPointSecurity agents to be properly installed on your network computers, do the following:  
            1. On the Agent machine enable the "File and Printing sharing" exception from firewall
              [This will allow the EndPointSecurity main application to copy all files needed for agent deployment onto the remote Agent machine.  If this exception is disabled then the error message "Failed to contact remote computer. Computer might be offline or the specified credentials are invalid." will be displayed on the main application Deployment Report]
                
            2. On the EndPointSecurity main application machine add the following exceptions to firewall
              • TCP Ports range 1070-1170
                [This port range is used by the agent in order to communicate its status during agent installation. If these ports aren't opened the agent deployment will most probably return a timeout because EndPointSecurity main application will not be able to get the installation status from the currently installing/uninstalling agent. Note: When a timeout occurs during an agent install/uninstall it does not mean that the operation wasn't successful but rather that communication failed.]
              • TCP port 1323
                This is the default port number, which is specified in toolcfg_general.xml tag <Serverport> located on main app\data folder.
                [This port is used to enable events logging. If this port is closed then the agent won't be able to pass collected events to the logger service running on the main machine thus no events will be logged into ESECLOGS database.
                Note: you can specify any other TCP port to be used for events logging. Just change it from toolcfg_general.xml tag <Serverport> and update all the agents. Agents will start sending collected events using the newly configured TCP port. Sure this port must be added to main machine firewall exceptions list.
                ]
            Nicholas Sciberras
            Product Manager
            GFI Software
             
            #6
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