Stellar Debug Log Collection when Installation Fails
  • 21 Mar 2024
  • 2 Minutes to read

Stellar Debug Log Collection when Installation Fails


Article summary

Summary

This document provides a comprehensive guide for collecting logs in Stellar Protect when installation fails. It includes step-by-step instructions and precautions to ensure proper log collection for troubleshooting purposes.


Applicable Version

Stellar Protect v3.0 SP1
Stellar V3.0 or Earlier Versions (Post-V2.0)
Stellar V2.0 or Earlier Versions


Details

Stellar Protect v3.0 SP1 - StellarProtect / StellarProtect Legacy Mode

1. Modify the StellarSetup.ini Debug Log Section
To enable detailed logging during installation failure, modify the debug log section in the StellarSetup.ini file as follows:
enable_debug_log: 1
enable_engine_debug_log: 1
Parameters and Values:

enable_debug_log: 0 (error only log) | 1 (verbose log)
enable_engine_debug_log: 0 (no log) | 1 (verbose log)

Only modify these two debug settings temporarily during installation failure. DO NOT MODIFY them during normal installation to avoid performance issues

2. Collect StellarProtect / StellarProtect Legacy Mode Log using StellarSupport.exe
Rerun the installer to reproduce the issue. Do not close any installation windows if the installation fails.
• Execute StellarSupport.exe (found in the Installer Package).
• Click on "Collect Debug Log" within StellarSupport.exe.
• After collecting the debug log, click "Open Folder" to access the archived zip file containing the logs.


Stellar V3.0 or Earlier Versions (Post-V2.0)

Collect debug logs by using StellarSupport.exe

StellarProtect Installation Fail

Collect StellarProtect debug logs by using StellarSupport.exe
• Rerun the installer to reproduce the issue, and do not close any installation windows when the installation fails.
• Execute StellarSupport.exe (found in Installer Package).
• Click “Collect Debug Log”.
• Click “Open Folder” to get the archived zip file
image.png

image.png

StellarProtect Legacy Mode Installation Fail

  • Adjust the StellarSetup.ini Configuration:
    • Locate the Setup.ini file in installation package folder.
    • Modify the following parameters according to the specified values:
      USR_DEBUGLOGLEVEL = 273
      SRV_DEBUGLOGLEVEL = 273
      FW_USR_DEBUGLOG_ENABLE = 1
      FW_SRV_DEBUGLOG_ENABLE = 1
      BM_SRV_DEBUGLOG_ENABLE = 1

Default Value:
image.png

Debug Value:
debug value.PNG

  • Re-Install the Agent:
    • Rerun the installer to reproduce the issue, and do not close any installation windows when the installation fails.
  • Execute stellarSupport.exe:
    • Navigate to the SupportTool folder within the installation package.
      image.png
  • Collect Debug Logs:
    • Click the option to collect debug logs in the stellarSupport.exe window.
    • The logs will be generated and saved in a zip file.
      image.png
  • Access the Generated Logs:
    • Click “Open Folder” to locate the generated zip file containing the debug logs.

Stellar V2.0 or Earlier Versions

Collect debug logs by op_diagnostic.exe / WKSupportTool.exe

StellarProtect Installation Fail

Collect StellarProtect log using op_diagnostic.exe

  • Rerun the installer to reproduce the issue, and do not close any installation windows when the installation fails.
  • Execute op_diagnostic.exe (in Installer Package).
  • Click “Collect Debug Log”.
  • Click “Open Folder” to get the archived zip file.
    image.png

image.png

StellarEnforce Installation Fail

  • Adjust the Setup.ini Configuration:
    • Locate the Setup.ini file in installation package folder.
    • Modify the following parameters according to the specified values:
      USR_DEBUGLOGLEVEL = 273
      SRV_DEBUGLOGLEVEL = 273
      FW_USR_DEBUGLOG_ENABLE = 1
      FW_SRV_DEBUGLOG_ENABLE = 1
      BM_SRV_DEBUGLOG_ENABLE = 1

Default Value:
image.png

Debug Value:
image.png

  • Re-Install the Agent:

    • Rerun the installer to reproduce the issue, and do not close any installation windows when the installation fails.
  • Execute WKSupportTool.exe:

    • Navigate to the SupportTool folder within the installation package.
      image.png
  • Collect Debug Logs:

    • Click the option to collect debug logs in the WKSupportTool.exe window.
    • The logs will be generated and saved in a zip file.

image.png

  • Access the Generated Logs:
    • Click “Open Folder” to locate the generated zip file containing the debug logs.

For further assistance, please contact us at support@txone.com or your support provider.

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