Stellar Debug Log Collection when Installation Fails

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)

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

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:

Debug Value:

• 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.
    
• 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.
    
• 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.
  

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:

Debug Value:

• 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.
    

• 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.

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