In this article
This article covers how to download log files to troubleshoot issues associated with the Windows Roaming Client.
Send the files to our Support team for review if you are unable to identify the resolution from our support content.
Before contacting our Support team
Review our DNSFilter Troubleshooting article for common errors and misaligned configurations that can cause issues with DNSFilter, especially if they occur during your deployment.
Often the issue is a software or hardware conflict that can be resolved by updating settings or app removal.
Download log files
Sending our Support team these agent logs is one of the best ways for DNSFilter to diagnose an issue. Windows Roaming Client 1.10.5 and newer has a diagnostic tool built into the agent.
✍️ If the device has a hidden tray icon, download and run this script to generate the files in C:\temp.
- Replicate the issue from the device with the installed Roaming Client
- Click the DNSFilter Status menu icon
- Select Diagnostic Tool
- Choose a Reason for Diagnostic from the drop down menu
✍️ This choice is for data collection purposes and does not impact how the script runs - Check both Diagnostic Options
- Select Run Diagnostic Now
After it has successfully run, it will automatically open the Downloads folder with a diagnostics zip file. This zip file includes:
- Windows System and Application logs (if selected from Diagnostic Options)
- All Roaming Client logs
- The auto-update log
- The agent configuration file
- DNS diagnostics
Attach the zip file to the Support request.
Download Event Viewer Logs if agent is offline
The Windows event viewer logs are helpful for diagnosing issues when the agent is offline, never came online, or is going offline intermittently.
Here are 3 ways to collect Event Viewer Logs:
The DNSFilter Status icon. Follow the steps above to gather event viewer logs from the DNSFilter status icon, selecting Windows System and Application logs from Diagnostic Options.
Powershell commands. Run to generate 2 .evtx
logs:
wevtutil epl System %userprofile%\Desktop\SystemLog.evtx
wevtutil epl Application %userprofile%\Desktop\ApplicationLog.evtx
Microsoft's help guide. Follow Microsoft's guide to gather the logs.
Set agent to DEBUG mode
As of Windows Roaming Client version 2.0.10 diagnostic log level can be adjusted to DEBUG log mode collects more in depth logs for advanced troubleshooting. Only set this log mode if requested by our Support Engineers as a means to better troubleshoot Roaming Client issues.
Users with Admin or higher permissions and access to the agent configuration file can complete these steps.
- Navigate to the Roaming Client install directory and open the .config file log4net
- Select Set specific logger level
- Edit the level value from
INFO
toDEBUG
- Restart the Roaming Client
- Reproduce the issue
- Run the Diagnostic Tool to retrieve new
DEBUG
logs for Support review
Windows logs technical details
Logging is enabled with the Windows Roaming Client by default. Logging deletes the oldest file each time it gets to its maximum log file total.
Agent version 2.0.10 and older:
- Can have up to 300Mb of logs
- Up to 10 agent-operations logs with a max size each of 20Mb
- Up to 5 dns-query logs with a max size each of 10Mb
- An AutoUpdate log with a max size of 50Mb
Agent version 2.1.0 or higher:
- Can have up to 350Mb of logs
- The above logs plus up to 5 service-manager logs with a max size each of 10Mb
Related Troubleshooting
- Review diagnostic logs to troubleshoot common issues
- Unable to login at airport/hotel/public Wi-Fi
- The agent stays offline when the device wakes from sleep or is unlocked
- Failed local DNS resolution
- Windows Roaming Client commands: useful while troubleshooting with our Support team
- Enabling DNS over TLS in the Windows Roaming Client
- Address Hyper-V related conflicts with port binds
- Troubleshoot Limited Connectivity messaging after installing the agent
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