G DATA Support - FAQ
Support Code: 29002

How to take debug logs of the G DATA Security Client for Windows in case of communication issues with the ManagementServer

This article will show you how to take debug logs of the G DATA Security Client in case of unidentified technical issues related to client-server communication. For any other technical issue, contact G DATA Support to get the relevant logging procedure.

All of the following has to be done on the computer where the Security Client which presents the issue is installed.

 

Step 1. Download DebugView from Microsoft by clicking here.

 

Step 2.Run DebugView.exe as Administator.

Step 3. Open the menu Capture and enable Capture Global Win32.

Step 4. Open the Registry Editor of Windows. Press the keyboard shortcut Windows Key + R, this will open the Run prompt.

 

Step 5. Enter “regedit” and click OK.

Step 6. Go to the following key:

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\G DATA\AVKClient

If the system is 32bit, go the following key instead: HKEY_LOCAL_MACHINE\SOFTWARE \G DATA\AVKClient

Step 7. Right-click on the key AVKClient and choose New > DWORD (32-bit) Value.

Step 8. Name the new value “DebugLevel”.

Step 9. Right-click on the value DebugLevel and choose Modify…

Step 10. Under Value data, enter “7”. Click OK.

Step 11. You will now have to wait until the client starts a synchronization with the server. By default this happens each 5 min.

To see at which frequency this happens, open G DATA Administrator and go to the following panel: ManagementServers > General settings > Synchronization

 

Step 12. Now wait an additional 20 min to make sure every relevant information has been captured.

 

Step 13. From DebugView, click on the small clock icon in the menu bar. This will change the time format displayed in the logs.

Step 14. From DebugView, go to File > Save As… and save the log file somewhere on your system.

Give it a relevant name which makes it easy to identify. We recommend to include at least the name of the computer and the current date.

Step 15. Forward the saved log file to G DATA Support. If you already have an open ticket with us, just reply to the latest email you have received and put the file as attachment.

If you have no open ticket yet, use our contact form.

Click here to access the contact form.

 

Step 16. We recommend to disable the logging once it is no longer needed. Proceed as follows:

Delete the registry key DebugLevel you have previously created.

Last change:
04/11/16

Operating system:
 Windows

Products:
 Endpoint Protection Business
 Managed Endpoint Security
 AntiVirus Business
 Client Security Business