Collect data from a Windows Airwall Agent or Server for advanced diagnostics

Sometimes Customer Success needs additional information to fully diagnose issues with Airwall Agent or Server software. Support bundles only contain logs regarding our software and limited information about your system, and sometimes these bundles cannot be collected at all in the event of an installation failure or a Conductor connectivity issue.

Below is a list of the additional data from your Windows system that you can provide us to fully diagnose issues with your Windows Airwall Agent or Server. Send all of these files to Tempered Customer Success at Customer Success:

  1. A copy of C:\Windows\INF\setupapi.dev.log.
  2. The zipped contents of "C:\Program Files (x86)\TemperedNetworks\".
  3. The output from the systeminfo command.
  4. System and Application logs exported in EVTX format from the Windows Event Viewer.

More information on how to get this additional data is in the following sections.

setupapi.dev.log

This file records installation events from many installers, and records failures and warnings. It contains information regarding the installation of our product, and can sometimes provide information that complements Tempered software's internal logs. Warnings from other installers can also point us in the direction of a potential system problem.

  1. In the Windows File Manager, open the C:\Windows\INF folder.
  2. Copy the setupapi.dev.log file and send it to Customer Success.

C:\Program Files (x86)\TemperedNetworks\

This is where the Airwall Agent or Server installs the software and store profiles. Some sensitive information is stored here, so encrypt this data before transmitting it.

  1. In the Windows file manager, go to C:\Program Files (x86)\.
  2. Right-click on the TemperedNetworks folder, and select Compress to ZIP file.
  3. Send the zip file to Customer Success using a secure method, or encrypt the file before sending it.

systeminfo

This file outlines the hardware and software configuration of the system, providing a more complete view of the environment in which the Airwall Agent or Server software is running.

  1. Open a terminal window.
  2. Run the systeminfo command and send the output to a text file:
    systeminfo > systeminfo.txt
  3. Send the systeminfo.txt file to Customer Success.

System & Application Logs

System logs are all events observed and recorded by the Windows operating system. Application Logs are all events observed and recorded by software installed on your Windows computer. These logs show everything else your system was doing at the time of a failure, and can help diagnose the cause of the problem you are reporting.

To export these logs

  • Open the Windows Event Viewer.
  • Expand Windows Logs, and select either Application or System.
  • Under Actions, select Save All Events As.
  • In the Save As window, make sure the Save as type is Event files (*.evtx).
  • Do these steps for the other logs, and Send these event files to Customer Success.