Collect files for Lansweeper Support

[Nils]

This page explains how you can use the GatherLogs tool to collect files for the Lansweeper Support team.

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When contacting Lansweeper Support, it's always preferred to provide information from files stored on your Lansweeper installation. To make this process easier, the GatherLogs tool has been created.

The GatherLogs tool, which is included in every Lansweeper installation, will collect log files and other relevant information and compress the data in a Zip file.

When sent to Lansweeper Support, these files will provide the necessary information for the technical support engineers to start troubleshooting your case.

You can gather information from: 

• A Lansweeper server
• Windows assets with LsAgent installed
• A Network Discovery installation
• An IT Agent Discovery installation

Run GatherLogs

1. Depending on what information you want to gather, the location of the GatherLogs tool will differ:
   • Lansweeper server or LsAgent
     Go to Program Files (x86)\Lansweeper\Tools and run GatherLogs.exe.
   • Network Discovery
     Go to Program Files\Lansweeper Network Discovery\Tools\GatherLogs, right-click GatherLogs.ps and select Run with PowerShell. 
   • IT Agent Discovery 
     Go to Program Files\Lansweeper IT Agent Discovery\Tools\GatherLogs, right-click GatherLogs.ps and select Run with PowerShell. 
2. A command prompt window will show you the progress of the log file collection.
3. After completion, the collected data is compressed into a Zip file. The Zip file will be named per the following format: GatherLogOutput-$computername-$datetime.zip
   An additional log file will be generated as well, containing information on the execution of the tool.
   
   The GatherLogs tool will generate a Zip file containing all files, placed in separate folders. This Zip file should be sent to Lansweeper Support to help troubleshoot your case. 

Lansweeper server

Depending on the installed Lansweeper components (scanning service, website, database), the GatherLogs tool will collect data based on what is present on the server.
The output file will be stored in the same folder where GatherLogs was executed.

The following list provides an overview of the information collected from the Lansweeper server.

Lansweeper license and database information:

• License.csv
• Top10Tables.csv

Lansweeper configuration information:

• tblLsAgentRelayConfig.csv
• tsysAsServers.csv
• tsysCloudConfiguration.csv
• tsysCloudPrerequisitesCheck.csv
• tsysConfig.csv

Event viewer exports filtered for the last 7 days:

• Application.evtx
• System.evtx

Log files generated during the Lansweeper installation/upgrading process:

• Install*.log

Multiple installation log files may be present depending on the number of times Lansweeper has been upgraded since the initial installation.

Lansweeper service logs:

• errorlog.txt
• Lansweeper.LocalDB.Service.txt
• Lansweeper.TestTools.Errorlog.txt
• sync_errorlog.txt

IIS Express service logs:

• web_errorlog.txt

Windows assets with LsAgent installed

The GatherLogs tool can be moved and executed from a Windows asset with LsAgent installed. Both the executable and the accompanying DLL ICSharpCode.SharpZipLib.dll must be moved together to achieve this. 
The output file will be stored in the same folder where GatherLogs was executed.

If the DLL is missing, the collection of information will fail because the tool cannot compress and create a Zip file.

The following list provides an overview of the information collected from LsAgent on a Windows asset.

Event viewer exports filtered for the last 7 days:

• Application.evtx
• System.evtx

LsAgent information and logs:

• LsAgent.ini
• lsagentconfiguration.xml
• LsAgentlog.txt

The GatherLogs tool will generate a Zip file containing all files, placed in separate folders. This Zip file should be sent to Lansweeper Support to help troubleshoot your case. 

Network Discovery installation

The output file will be stored in %APPLOCALDATA%\temp\Lansweeper Network Discovery\GatherLogs.

The following list provides an overview of the information collected from the Network Discovery installation.

Discovery Hub information:

• Lansweeper.Discovery.Hub.log

Log files generated during the installation/updating process:

• Lansweeper_Network_Discovery_installer.log
• Lansweeper_Network_Discovery_uninstaller.log
• Lansweeper.Discovery.SelfUpdate.log
• Lansweeper.Discovery.Update.log

IT and OT sensor information:

• Lansweeper.IT.Sensor.log
• Lansweeper.OT.Sensor.log

Service logs:

• Eventlogs.csv

System information:

• SystemInfo.log

IT Agent Discovery installation

The output file will be stored in %APPLOCALDATA%\temp\Lansweeper IT Agent Discovery\GatherLogs.

The following list provides an overview of the information collected from the IT Agent Discovery installation.

Discovery Hub information:

• Lansweeper.Discovery.Hub.log

Log files generated during the installation/updating process:

• Lansweeper_IT_Agent_Discovery_installer.log
• Lansweeper.Discovery.SelfUpdate.log
• Lansweeper.Discovery.Update.log

IT and OT sensor information:

• Lansweeper.IT.Sensor.log
• Lansweeper.OT.Sensor.log

Service logs:

• Eventlogs.csv

System information:

• SystemInfo.log

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