This article will show you how to take the various debug logs in order to investigate technical issues with G DATA Business Solutions.
When you encounter a technical issue with a component of the G DATA Business software before any log is taken check that the issue isn't be caused by external factors: Is network connectivity working on the PC? Are other software working properly? Is there enough resources (disk space, memory, etc.)? Are all important Windows updates installed? etc.
Next gather the following information:
1. An exact description of the issue
2. Can it be reproduced and if yes how?
3. Which G DATA component is responsible for the issue. To find this out you can selectively disable the components and try to reproduce the issue until the problematic component is found.
Now you can supplement the above information with the relevant logs depending on the component causing the issue. If you are unsure which log to take contact our technical support.
Below is a list of common logs and when they are needed:
MSInfo and Windows Event Logs:
The MSInfo and Event Logs contain technical information about the configuration of the pc and possible system errors. They are always useful to get a better understanding of the issue. They need to be taken on the pc which presents the issue (client or server).
Click here for the procedure to collect the MSInfo and Event Logs
1. Installation issues:
In case of installation issues with either the server or client component of G DATA it is always worth first trying a proper reinstallation of the software with our removal tool AVCleaner.
Click here for the different reinstallation procedures
If a reinstallation didn't help, the setup logs will give us a better idea of the issue.
The setup logs for both the client and the server are located in the following folder:
Compress the whole "Logs" folder and send a copy to us.
2. Server issues:
In case of issues with the ManagementServer it is always worth first checing if the SQL server where the database is hosted is reachable and properly configured. You can do this via the tool GData.Business.Server.Config.exe located in the installation folder of the server (by default: C:\Program Files (x86)\G Data\G DATA AntiVirus ManagementServer). This tool will show basic issues such as the SQL server being unreachable.
If a database corruption issues is suspected, it is advised to restart the ManagementServer service, as this will trigger a maintenance check which can repair many database issues. To do it open the "Services" overview of Windows by typing "services.msc" in a "Run" prompt, then locate the service called "G DATA ManagementServer" and restart it via a right-click. Now wait 30 min to allow the server to repair any possible issues then try launching the Administrator again.
For any other server issues, we need the server logs to locate the issue.
Click here for the procedure to collect the ManagementServer logs
3.1. Client communication issues
Communication issues between the G DATA Security Client and ManagementServer aren't always an indicator of a bug. Various network related issues can cause such behavior.
Click here for an article about investigating clients communication issues
Note that most technical issues could have some underlying causes related to client-server communication. For this reason it's most often advised to take client communication logs even if the issue doesn't appear to be directly linked to it.
Click here for the procedure to collect client communication logs
3.2 Other client issues
ExploitProtection, BankGuard or Anti-Ransomware issues:
Click here for the procedure to collect ExploitProtection, BankGuard or Anti-Ransomware logs
Once you have the logs and information needed you can send them to our Support team.
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.
If the logs are too big to be sent via email tell us and we'll give you a share where you can upload them.