8.6.9. Generating and loading files for diagnosis

8.6.9.1. Introduction

This procedure enables generating and loading:

  • Log files, information tables, analysis engines, syslog exchanges, and NDR information for a given period.

  • The Tech support file

Important

Indeed, this archive can only be extracted by an advanced administrator having knowledge of the data extraction password.

Note

See the presentation of the data for the diagnosis in the paragraph Data use.
The graphical interface of the diagnostic function is described in the `Admin-GCenter- Diagnostics` screen of the legacy web UI.

8.6.9.2. Prerequisites

  • User : member of Administrator group

8.6.9.3. Preliminary operations

8.6.9.4. Procedure to access the `Diagnostics` window for an administrator account

  • In the navigation bar, successively click on:

  • The `Admin` button

  • The `Gcenter` sub-menu

  • The `Diagnostics` command
    The `Diagnostics` window is displayed.

8.6.9.5. Procedure to generate and load diagnostic files

../../_images/DIAGNOSTIC-01.PNG
  • Press the `Generate new` button (3) in the `Log file` (1) or `Tech support` (2).
    A message is displayed below the button to indicate the result of the generation: example `Generated with success!`
    The date and time of generation (e.g. 2022-10-27T11:59:27.451443 UTC) are displayed under the `Download` button (4).
  • Press the `Download` button (4) in the `Log file` (1) or `Tech support` (2).
    A window opens showing the download of the files.
    The file uploaded for a log file is named hostname-time-logs.gwl. This file is encrypted. It is only visible to the GATEWATCHER support team.
    The file downloaded for a Tech support is named tech-support.txt : this file is a text file and can be opened.
    The file is therefore present in the computer's local directory.

  • Send these files to the GATEWATCHER support team for analysis.