How To: Collect Protect console, patch deployment and agent logs for troubleshooting

Version 45

    Overview

     

    These instructions will help you enable All logging (verbose logging) then those collect logs and supporting information to help Support troubleshoot issues on your console and remote clients.

     

    Instructions

     

    Protect 9.X Console Logging:


    1. Open the Protect GUI and navigate 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

    If you can reproduce the issue on demand, proceed to the next step.  If not, skip to step 7.

    2. Close the console GUI.

    3. Stop the 'Shavlik Protect Console Service' / 'Ivanti Patch for Windows Servers Console Service' service

    4. Delete the contents of the C:\Windows\ProPatches\Logs folder.

         a.  Only perform this action on the Protect console server if you are troubleshooting agentless scheduling\deployment issues on the Protect console.

    5. Delete the contents of the following folder (path is dependent on OS):

         a.  Windows Vista & later: C:\ProgramData\LANDesk\Shavlik Protect\Logs

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

    6. Start the 'Shavlik Protect Console Service / Ivanti Patch for Windows Servers Console Service' service and open the Protect GUI.

    7. Attempt to reproduce the issue, please document steps to reproduce.  Screenshot are very helpful.

         a. Collect the logs from the Logs folder from steps 4 and 5 (please zip)

         b. Include applicable screenshots.

         c. [Deployment issues only] On the target system, zip and send a copy of the entire C:\Windows\ProPatches folder and its contents (exclude the Patches sub-folder).

    8. Zip everything together, reply to case email and attach to send to support.

    If requested to do so, you can 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. You will need to set your agent's logging level to All by opening the Agent Policy assigned to the machine you are gathering logs from. The option is in the General tab.

    2. If not already set, change the logging level to ‘All’ then Save and update Agents. Choose to update agents if prompted again.

         a. If Protect fails to update the agent, you will need to perform an Agent Check-in from the agent GUI on the target machine or wait for the scheduled check-in.

    If you can reproduce the issue on demand, proceed to the next step.  If not, skip to step 6.

    3. Remote to the agent client machine, close the agent GUI and stop the services:

         a. The services start with Shavlik, Ivanti or ST.

    4. Delete the contents of the \Logs folder on the agent client machine.  The location is dependent on OS version:

         a. Vista & Later: C:\ProgramData\LANDesk\Shavlik Protect\Logs

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

    5. Start services that start with Shavlik, Ivanti or ST.

    6. Attempt to reproduce the issue. Please note the steps to reproduce, screenshot are very helpful.

    7. Take applicable screenshots of errors or information relevant to the issue.

         a.  Collect the logs from step 4.

         b.  Collect the screenshots.

    8. Zip everything together, reply to case email and attach to send to support.

     

    Protect 9.x Deployment Logging: The information collect here is specific to agentless deployments

     

     

    1. Navigate to the target machine with the deployment issues.

    If you can reproduce the issue on demand, delete the contents of the C:\Windows\ProPatches\ folder and continue to the next step.  If you cannot skip to step 4.

    2. Stop all services that start with Shavlik, Ivanti or ST.

    3. Attempt to reproduce your issue. Please note the steps taken to reproduce, screenshots are very helpful.

    4. Delete the patches from C:\Windows\ProPatches\Patches.

         a.  Zip the entire C:\Windows\ProPatches folder.

         a. Include applicable screenshots.

    5. Zip and send us the new folder.

     

    For Protect console and Agent install issues:

     

     

    Affected Product(s)


    Shavlik Protect 9.x

    Ivanti Patch for Windows Servers 9.3+