Overview

This article describes the steps to gather Support Information & relevant Debug Logs to send to Support team for issues in Kerio Connect. It would really help faster ticket resolution if all these logs and screenshots are uploaded during ticket creation itself, to avoid unnecessary delays from the Support team to ask you again for all this information anyway.

Solution

1. Enable only the relevant Debug options and clear the logs before proceeding (if you know the issue will only happen after some set time, wait till then before proceeding):
   • Set and clear the Debug logs
     Web admin > logs > Debug > Right Click on the debug log area > Messages > choose only the options specific to your issue
     Web admin > logs > Debug > Right Click on the debug log area > Clear Log
2. Recreate the issue
3. Download the Debug, warning, operations & error logs
   Web admin > logs > save the Debug, Warning, Operations, and Error logs. Refer to Viewing and Saving Logs in Kerio Connect
4. Download the Support Information file: (Webadmin > Status > System Health > Support Information)
5. If the problem is related to a specific user’s Outlook, then a copy of the user's KOFF Debug Log.
6. Zip all the files created in steps 3, 4 & 5 (along with any issue recreation steps/screenshots/videos - using psr or loom - which can help the support team to quickly understand, recreate & resolve the issue) - name it like 'GFI-CONNECT-<Key>-<DateTime>' (replacing <Key> with your product key and <DateTime> with the date and time the log was created in YYYYMMDDhhmm format Eg. GFI-CONNECT-LNKR12345678-202104151804 (log created on 15-Apr-2021 18:04)
7. Upload the zip file created in step 6 in the ticket creation form or as a reply message if the ticket has already been created.
8. If the zip file size is too large to be uploaded in the ticket, then please upload it to the FTP server - please note that this step should not normally be required if you enabled the specific debug log options and collected them only during a small time window when the issue is recreated (which would help to keep log files smaller and also easier to analyze):
   • Login to the FTP server using an FTP client:
     Pass: gfi911cust
     User: gfi
     Host: ftp://ftp.gfisoftware.com
   • If using Internet Explorer, use ftp://gfi:gfi911cust@ftp.gfisoftware.com
   • Copy and paste the file created in Step 6  (GFI-CONNECT<Key>-<DateTime>)
   • If you get a duplicate file error while uploading, please change the name of the file (e.g., suffix _v1 or something similar to the file name) and try again
   • If you are unable to upload files via FTP, use a file transfer site, such as WeTransfer. For WeTransfer:
     
     1. In both the To (Friend's email) and From (Your email) fields, enter your email address.
     2. Upload the log (zip) file.
        On successful upload, you receive an email from WeTransfer, with a download link.
   • Mention the FTP file name or the WeTransfer link during ticket creation/reply