General Information

Author Message
Patrizia

  • Total Posts : 8474
  • Joined: 8/19/2003
  • Location: Malta
  • Status: offline
General Information Thursday, December 29, 2005 5:14 PM (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 12:45 PM>
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 Generating Troubleshooter files Thursday, December 29, 2005 5:16 PM (permalink)
    How to send us debug information about your problem:

    1. Create an e-mail briefly describing your issue and referencing the url of the topic created on the forums which is\are relevant to your issue.

    2. Enable Debug mode. 



    a) Stop all the MailEssentials services and the IIS admin service, taking note of the dependency services that are stopped.
    b) Open Regedit (Start -> Run -> Type 'regedit' and press Enter)
    c) Browse to [HKEY_LOCAL_MACHINE\SOFTWARE\GFI\ME14\Config]
    Note: If running on a 64-bit Operating System, the registry key is:
             [HKEY_LOCAL_MACHINE\Wow6432Node\SOFTWARE\GFI\ME14\Config]
    d) Change the 'debug' dword value from '0' to '1'
    e) Restart the services stopped in (a)

    3. Reproduce the problem. 



    After enabling debug, it is important that GFI MailEssentials logs debug files relevant to your problem. This will require that the issue occurs again after enabling debug (As per step 2). At this stage, you can either wait for the issue to re-occur or if you know how to reproduce the issue, kindly do so, before proceeding with the next steps.

    4. 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 MailEssentials troubleshooter program that can be found in the MailEssentials 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 MailEssentials\Support directory.
    d) Attach the support zip file to the e-mail created in Step 1. Should the files collected exceed 3MB or are too large for you to send, please upload to our FTP Server as explained in Step 5

    IMPORTANT NOTE: Please compress all files into one zip file.

    5. Upload the files to FTP 


    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.
    e) Add the name of the file/folder you have uploaded to the e-mail created in Step 1.

    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:
    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 12:45 PM>
    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 forum Friday, May 26, 2006 6:21 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
        Online Bookmarks Sharing: Share/Bookmark

        Jump to:

        Current active users

        There are 0 members and 2 guests.

        Icon Legend and Permission

        • New Messages
        • No New Messages
        • Hot Topic w/ New Messages
        • Hot Topic w/o New Messages
        • Locked w/ New Messages
        • Locked w/o New Messages
        • Read Message
        • Post New Thread
        • Reply to message
        • Post New Poll
        • Submit Vote
        • Post reward post
        • Delete my own posts
        • Delete my own threads
        • Rate post

        2000-2017 ASPPlayground.NET Forum Version 3.9