🆕How to isolate the source of an application-related or website-related issue in unified Safetica console

Learn how to investigate issues on devices with installed Safetica Client, collect troubleshooting logs, and report issues to Safetica Support.

In this article, you will learn how to:

• Deactivate Safetica Client
• Collect troubleshooting logs via Safetica console
• Collect troubleshooting logs from the device locally

 

Introduction

If you are experiencing an application-related or website-related issue on a device with installed Safetica Client, you should try to isolate its source before reporting the issue to Safetica Support. You can proceed with the following steps:

 

Deactivate Safetica Client 

1. Go to the Devices section in Safetica console.
2. Click the problematic device to display its detail.
3. Click the Actions button at the top right corner.
4. Click Deactivate Safetica Client.

  5.  Restart the device and check if the issue is still present.

  6.  If the issue is still present, it is not related to Safetica, and you should check other applications installed on the device.

  7.  If the issue is resolved, perform steps based on the Safetica version you are using:

• Cloud-hosted Safetica: continue to Collect troubleshooting logs via Safetica console below.
• Safetica hosted on-premises: there are more troubleshooting options available in Safetica Maintenance Console. Read this article and perform the steps listed there.

 

Collect troubleshooting logs via Safetica console

When solving an issue with a device with installed Safetica Client, it might be necessary to collect troubleshooting logs from the device to better analyze the root cause of the problem.

1. Go to the Devices section in Safetica console.
2. Click the problematic device to display its detail.
3. Click the Actions button at the top right corner.
4. Click Troubleshoot.

  5.  You have 2 options:

• Click Troubleshoot and collect basic logs already available on the device.
• Activate Enhanced troubleshooting – this will turn on verbose logging for one hour. Within the hour, you should try to replicate the issue. After one hour, Enhanced troubleshooting is deactivated and troubleshooting logs are collected.

  6.  After logs are collected, you can click the download link in the device detail, download the logs to your computer, and send them to your partner or Safetica Support.

Logs from basic troubleshooting are quite small, logs from Enhanced troubleshooting can be bigger (about 1GB). 

 

Collect troubleshooting logs from a device locally

If a device with installed Safetica Client can't connect to the server, you may need to collect troubleshooting logs from the device locally:

1. Go to the C:\Program Files\Safetica Management Service\Tools folder and run STSupportTool.exe as administrator.
2. Select the first option Prepare the information pack.
3. Describe your issue and click Next.
4. Leave the default settings and click Run.
5. Troubleshooting log collection will start. Please note that it may take several minutes.
6. Save the output file to your local drive and upload it to upload.safetica.com. If you don’t have a Ticket ID, fill in your company name.
7. After the upload is finished, the web page will show you your Upload ID. Write it down and forward it to Safetica Support.