If you’re having a PolicyPak problem and we’ve asked you for logs, here are the steps you’ll need to follow to gather those logs and get them to us correctly so we can get you back on your feet as quickly as possible.
Hi, this is Whitney with PolicyPak Software. In this video, we’ll be discussing how to create, rename and upload logs. You’re probably watching this video because you’ve been directed here by our support team or you’ve read that you’ll need to send in your logs. Whatever the case, we’re here to help.
Here’s the scenario. You have an endpoint that isn’t behaving the way it should where PolicyPak isn’t doing the work you expected to see or something’s just going wrong. When you e-mail support about this, you’ll immediately receive a bounceback e-mail like this one that you can see here.
It contains a lot of important information in it and is also designated with an “SRX” number, as you can see right here. This is important because it references a support ticket that has now been created in our system. We’ll come back to this number in just a minute. Remember it. It’s important. We’ll need it for the log file name.
When you’re asked for logs, here’s what you need to do. First, go to the affected endpoint and open a regular “Command Prompt.” You’ll need to run “pplogs,” hit enter, and then you’ll want to go ahead and say yes to continue. It’s going to gather up all of the log files and zip them up super neatly for you. It will take just a second, so we’ll move forward the hands of time. Once it gets done, we will see it all zipped up for us.
Here you go. All right, this is just a really super generic name though, so what I need to do is rename it. I’m going to use that SRX number that I got from that bounceback e-mail. Let’s look at that again. That was “SRX02891.” That’s important. I’m going to call this “SRX02891-ppLogs-as-user.” That’s really important. We need to know what ticket this is associated with and if it’s run by a user or as an admin. I’m just going to take this and drag it onto the Desktop for easy finding later on. I’m going to close out all of this.
The next thing I need to do is run a command prompt as an admin: “Command Prompt (Admin).” Let me give it some admin credentials. We’re going to do the same thing over again: “pplogs,” yes continue. We’ll speed this up just a little bit. Here we go. We have another zip file here neatly created for us but also generically named. So we’ll do that same thing only this time it will be “SRX02891-ppLogs-as-admin.” We’ll go ahead and give it those credentials to change the name.
Once again, let’s take this over here, and let’s put it on the Desktop next to his brother. We’ll probably be prompted for some credentials again. There we go. It should be sitting there just off camera. There we go. So we have our two sets of log files. Now you’re going to need to upload them to our ShareFile account.
How do you do that? Well, when we respond to your e-mail personally, every one of our signatures has the link listed there for you just like what you can see here. We have a link “Click here to securely upload files to my PERSONAL INBOX on Sharefile” and a link “Click here to securely upload files to the SUPPORT TEAM INBOX on Sharefile.” This is an important distinction. Please upload it to the Support Team Inbox.
When you do, you’ll simply enter in your “Email” address, “First Name,” “Last Name.” You don’t have to enter the “Company” if you don’t want to. And then you’ll “Continue” from there. So I’ll enter an “Email” address. You’ll “Continue.” From there, you’ll just “Drag files here” or “Browse files” and “Upload” them from there. We will then receive an e-mail that is automated just letting us know that you’ve uploaded them, but if you want to drop us a line to let us know too, that would be great.
That’s all you need to know about getting, renaming and uploading your logs so we can help you out as fast as possible. We look forward to getting you back up on your feet as quickly as we can.
Thanks.