8.6.6. Generating and loading files for diagnosis

8.6.6.1. 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.

8.6.6.3. Prerequisites

  • User: member of Administrator group

8.6.6.4. Preliminary operations

8.6.6.5. Procedure to access the `Diagnostics` window

../../_images/GCE103_MENUBAR.PNG

  • In the GCenter interface, click on the `Administration` menu (3).

  • Click on the `Diagnostics` command from the `Maintenance` submenu.
    The `Diagnostics` window is displayed.

8.6.6.6. Procedure to generate and load the logs

../../_images/GCE103_DIAG-1.PNG
  • Press the `Generate new` button (4) in the `Logs` area (2)
    A message is displayed to indicate the result of the generation: example `Success : Logs generation started`
    A status is displayed as following :
    File generation status:     File generated
Filename: gcenter.domain.local-2025_03_20-10_04_59_UTC-logs.gwl
Generated at: 20/03/2025 11:05

  • Click on the `Download file` button (4).

    A message is displayed as following:
    Success
Downloading logs file: gcenter.domain.local-2025_03_20-10_04_59_UTC-logs.gwl
    The file is therefore present in the computer's local directory.
    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.

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

8.6.6.7. Procedure to generate and load the Tech support files

../../_images/GCE103_DIAG-1.PNG
  • Press the `Generate new` button (7) in the `Tech support` area (9).
    A message is displayed to indicate the result of the generation: example `Success : Tech support generation started`
    A status is displayed as following :
    File generation status:
File generated
Filename: tech-support.txtGenerated at: 20/03/2025 11:09
  • Press the `Download` button (7).
    A message is displayed as following:
    Success
Downloading tech support file: tech-support.txt
    The file is therefore present in the computer's local directory.
    The file downloaded for a Tech support is named tech-support.txt. This file is a text file and can be opened.

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