Collect files for Lansweeper Support

[Nils]

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

---

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 two places, namely: 

• on a Lansweeper server
• on Windows assets installed with LsAgent

Run GatherLogs

1. Go to Program Files (x86)\Lansweeper\Tools and run GatherLogs.exe.
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 in the same folder where the tool was executed.
   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.

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 following list provides an overview of the information collected on 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

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. 

Windows assets installed with LsAgent

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.

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 on a LsAgent for 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. 

---

Was this post helpful? Select Yes or No below!
Did you have a similar issue and a different solution? Or did you not find the information you needed? Create a post in our Community Forum for your fellow IT Heroes!
More questions? Browse our Quick Tech Solutions.

---