HELP FILE

How can an Agent or Technician work with Debug Logs?

    The diagnostic features can be accessed by inserting a unique GUID, or activation code to the clipboard.

    How can Diagnostic Features be activated?

    When the technician activates them

    1. The technician inserts a special, activation string into the clipboard before starting the Technician Console (TC).
    2. The technician starts the Technician Console.
    3. The TC checks the clipboard for any activation strings.
    4. The TC enables the requested features based on the activation string, and clears the clipboard.

    When a Rescue Support Agent activates them

    1. The agent providing support starts a remote control session to the technician’s machine.
    2. The agent inserts the activation string to the clipboard on their machine.
    3. The remote control session transfers the content of the clipboard to the technician's computer.
    4. The TC starts on the technician’s machine, activating the diagnostic features.
      Note: If a communication test is run, the results may be copied into the clipboard.
    5. The remote control session transfers the content of the clipboard to the agent's computer.
    6. The agent can now paste the content of the clipboard into any file on their computer.

    Activation strings

    Force Login prompt

    The Technician may force the Technician Console to skip auto-login with stored credentials, and prompt with a Login dialog after start-up.

    The activation string is: {49d3934c-bf62-4b8d-8478-f0bb74c46705}

    Detailed Debug Log

    The support may have difficulties with activating detailed debug logs, because the registry might be not modified, debug topics changed by DEV, etc.

    In Rescue 7.50 it is now possible to switch on detailed debug logging in the TC for a single TC session, while the TC process is running.

    The activation string is: {7a8bd9c4-3a00-42ec-a34f-95e89c3175ee}

    Communication test

    The activation string is: {b6e9ba43-586a-4a21-bfa8-5d1be0f813f0}

    Communication test can be activated two ways:

    • Hitting Ctrl+K in the login dialog.
    • Selecting the Tools > Communication Testmenu item.
    Note: We do not recommend starting a communication test in an active session with a customer, because the test temporarily changes the proxy settings, and the target host.

    The communication test:

    • asks for a destination file name to save the test results,
    • detects the current system proxy settings,
    • communicates with the website, and captures detailed logs, using Windows WinInet API,
    • communicates with the possible websites of regions, and corporate ones, to check which ones are allowlisted,
    • communicates with a gateway, using LMIRuntime communication routines,
    • detects proxy for screen recording upload site if any,
    • detects proxy for session data post target site if any.

    Upload a Debug Log to a Rescue Host

    It is intentionally made difficult to start this function.

    Either an employee of Rescue support during a Rescue session on the technician's machine, or the technicians themselves have to insert the activation string containing a specific GUID and a destination URL into the clipboard.

    The activation string is: {cac16974-1916-4faa-9989-275733f69889}URL

    Note: Based on the destintion the URL can be one of the following:

    When the TC starts, it recognizes that the special Upload Debug Log diagnostic feature is enabled. It activates the function in the Tool menu, then decrypts the diagnostic logs and uploads them to a Rescue host.