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Patrizia -> General Information (25.Apr.2007 4:00:54 AM)

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.



Patrizia -> Enabling debug and sending troubleshotoer files (25.Apr.2007 4:05:38 AM)

How to enable debug and send us troubleshooter files for problems with the GFI EventsManager main application:

1. Enable Debug mode

a)  Stop the GFI EventsManager Service
b)  Browse to the EventsManager Directory <..\Program Files\GFI\EventsManager\>
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 (i). 

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 EventsManager troubleshooter program that can be found in the EventsManager 7 installation directory.
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\EventsManager 7\Support\> directory.

IMPORTANT NOTE: Please compress all files and sub-folders in the <..EventsManager 7\Support\> directory into one zip file.

4. Upload the files to FTP


Should the files collected exceed 7MB 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:
a)  Short Decription of the issue.
b)  If you have posted the issue to the forums or you encounter any relevant topics on the forums, reference the url of the topic.
c)  Include troubleshooter files or the name of the file/folder you have uploaded.



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