Purpose

This document outlines how to gather logs for troubleshooting issues with the Console, Agent, or Target systems.

Description

Here are some basic instructions on how to gather console, client (target) side logs, agent logs, and install logs for Protect.  These should work for most console and agent type issues.

Protect 9.X console logging:

1. Please open the Protect GUI and then go to Tools > Options > Logging and change logging to “All” for both user interface and services.

a. If you are unable to set logging via the GUI see this doc: http://community.shavlik.com/docs/DOC-22938

2. Close the Protect GUI.

3. Stop the following services

     a.Shavlik Protect Console Service

      b. ST Remote Scheduler Service

4. Delete all the logs from

     a.  Windows 7, 8, 2008, 2012 & Vista: C:\ProgramData\LANDesk\Shavlik Protect\Logs

     b.  Earlier OS’s:  C:\Documents and Settings\All Users\Application Data\LANDesk\Shavlik Protect\Logs

5.  Start the console service and open the Protect GUI.

6. Attempt to reproduce the issue. Please document steps to reproduce.

a. Collect the logs from the Logs folder mentioned earlier in step 4 (please zip if possible)

b. [Deployment issues only] On the target system please zip and send a copy of the entire C:\Windows\Propatches folder and its contents (you can leave out the Patches sub-folder).

7. Zip and send all the logs.

You can also obtain the "ST.FileVersions.log" which contains all file versions relevant to Protect by going to Help > About Shavlik Protect > Export Info.

Protect 9.x agent logging:

1. Open the agent policy assigned to the machine we are gathering logs from.

2. Change the logging level to ‘All’ and Save and update Agents.  Choose to update agents if prompted.

3. Go to the target machine, close the agent GUI and stop the services:

     o The services start with Shavlik or ST.

4. Delete all the logs from:

     o Vista & Later: C:\ProgramData\LANDesk\Shavlik Protect\Logs

     o Earlier OS’s:  C:\Documents and Settings\All Users\Application Data\ LANDesk\Shavlik Protect\Logs

5. Start services.

6. Attempt to reproduce the issue. Please note the steps to reproduce.

7. Take applicable screenshots.

8. Zip and send all the logs and screenshots. (from the previous specified folders above)

Deployment Logs (All current supported versions)

(For agentless deployment)

It is best to enable target side verbose logging before obtaining these logs. See the following document on how to do so:
http://community.shavlik.com/docs/DOC-23048

1. On the machine you are deploying to navigate to C:\Windows\ProPatches
2. Locate the CL5.log, dplyevts.log, and Safereboot.log and copy to a new folder on the desktop.
3. Navigate to C:\Windows\ProPatches\Scheduler.
4. Locate the Scheduler.log and add it to the folder created in step 2 so all logs are together.
5. Zip and send all the logs.

Additional Logging for Threat Protection/Antivirus Issues:

There is additional logging that can be obtained for Threat Protection/Antivirus related issues, such as detection of false positives. See the following document for the steps to obtain this addtional logging:

http://community.shavlik.com/docs/DOC-23066

Installation Logs

Refer to; Obtaining Protect console and Agent installation logs

Affected Product(s)

Shavlik Protect 9.x