Issue:
This article describes the steps to generate wsdiag debug, also known as full logging, logs for Elements EPP for Computers, Elements EPP for Servers, Client Security 16 and Server Security 16 or later.
Debug diagnostic logs are needed in some instances by technical support to investigate problems in more detail.
Resolution:
When full debug logging is enabled, an wsdiag will gather more in depth and additional log files, which help in some problem investigations.
Debug logging can be enabled directly from the WithSecure user interface in the following products: Elements EPP for Computers, Elements EPP for Servers and Client Security 16 and later.
Steps how to enable advanced debug logging (full logging) locally on a Windows device:
- Open the WithSecure product user interface
- Select Settings (Cogwheel icon)
- Select Edit settings
- Click Yes on User Account Control prompt (provide admin credentials if requested)
- Select Support
- In the Tools section, enable debug logging by tapping the On/Off switch below Debug logging helps customer support to analyze issues.
- Reproduce the steps that caused the original problem, take note of exact time of the problem
- Generate an WSDIAG diagnostic file by following the steps explained in this link: How to create or generate a WSDIAG diagnostics file on a Windows computer? - WithSecure Community
- Open the WithSecure product user interface
- Select Settings (Cogwheel icon)
- Select Edit settings
- Click Yes on User Account Control prompt (provide admin credentials if requested)
- Select Support
- In the Tools section, disable debug logging by tapping the On/Off switch below Debug logging helps customer support to analyze issues.
Debug logging can also be enabled for Elements Agent devices using the Elements Security Center by selecting the device on the Environment > Devices page and then selecting Diagnostic operations > Turn on debug logging from the Actions menu.
In case the option described above are not available, follow the steps below:
- Download the debug tool from https://download.withsecure.com/support/tools/CCF-logging-tool/fsloglevel.exe
- Double click fsloglevel.exe
- Select Full Logging
- Click OK
- Restart the computer
- Reproduce the steps that caused the original problem, take note of exact time of the problem
- Generate an WSDIAG diagnostic file by following the steps explained in this link: How to create or generate a WSDIAG diagnostics file on a Windows computer? - WithSecure Community
- Run the fsloglevel.exe tool a second time after submitting the logs
- Click on Normal Logging to turn off the debug mode (debug mode slows down the machine slightly)
Article no: 000009164