1919 - How to Collect Support Information and Logs

How to collect SecureDoc client Support Logs

Summary: There may be occasions where, when seeking assistance from WinMagic Technical Support, a support member may request detailed device-level logs to aid in trouble-shooting issues on a given device.

SecureDoc offers an easy way to aggregate these logs, after which they can be sent to WinMagic Technical Support.

There exists a batch file named collectClientSupportInfo.bat in folder C:\ProgramFiles\WinMagic\SecureDoc-NT\Support. This file allows the end-users (upon SES Administrator request) to collect automatically aggregated device-level detail logs. These logs may be required by WinMagic Support to troubleshoot issues on that device.

To collect support information and logs:

1. Go to C:\Program Files\WinMagic\SecureDoc-NT\Support
2. Right-click on the collectClientSupportInfo.bat file.
3. Select Run as administrator. A file called <name>_wmSupportFile.zip file is created at current folder. The <name> is a placeholder for the name of the current user, so this will be replaced with e.g. johndoe_wmSupportFile.zip

How to enable debug log and collect logs in SecureDoc 8.6 SR1 and newer

1. Right-click on the SecureDoc Icon tray then click Diagnostics.

1. Click the Debug log tab then check “Enable debug log”. Click Apply.

1. Restart the device.

1. Right-click on the SecureDoc Icon tray then click Diagnostics. Click the Debug log tab then click Collect the logs.

1. A new window will open. Specify the location where the files should be saved.

1. Submit the logs by attaching it to the ticket.
2. We also require the KnownConfigs.xml file located in the following directory: C:\Program Files\WinMagic\SecureDoc-NT. Please include this file in the bundle you send us so we can proceed with a complete analysis.