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Barracuda PST Enterprise

How do I enable and gather logging for PST Enterprise Client issues

  • Type: Knowledgebase
  • Date changed: 4 months ago
Solution #00007436

Scope: 

PST Enterprise, all versions

Answer:


OVERVIEW

When troubleshooting issues with the PST Enterprise Client, you may need to collect log files from the client machine. This process will explain how to enable logging, where to find the log files and how to disable logging again for the PST Enterprise Client.


HOW TO STEPS

For PST Enterprise v3.2 or later
  1. In the PST Enterprise administration website, select the Client Configuration tab.
  2. If the affected client is not listed by name already in the drop down menu, click the green plus sign to add the client machine.
  3. The dialog will open to allow you to search for the machine. Type the machine name in the Find field and click 'Search'.
  4. Select the client from the list and click 'OK'. The search dialog will close and the configuration for the specified client will be visible.
  5. In the Miscellaneous Settings for client section, in the dropdown menu for 'Select PST Enterprise Client trace level' select 'Advanced'.
  6. Click 'Save Changes' to save the modifications.
  7. On the Client machine, close the PST Enterprise Client (if it is already running) and restart Outlook (if it is already open).
  8. Carry out the same action that produced the error, e.g. rerun the PST Enterprise Client processing.
  9. Once the error has been produced, the client log file will be generated by default in the user’s Application Data directory, C:\Users\<UserName>\AppData\Roaming\Barracuda\PSTEnterprise).
  10. Zip the entire contents of this directory and send this to your Barracuda Support representative for diagnostics.

To disable client tracing again,

  1. In the PST Enterprise administration website, select the Client Configuration tab.
  2. Select the affected client machine in the dropdown menu.
  3. In the Miscellaneous Settings for client section, in the dropdown menu for 'Select PST Enterprise Client trace level' select 'No tracing'.
  4. Click 'Save Changes' to save the modifications.

For PST Enterprise v3.1
  1. In the PST Enterprise administration website, select the Client Configuration tab.
  2. If the affected client is not listed by name already in the drop down menu, click the green plus sign to add the client machine.
  3. The dialog will open to allow you to search for the machine. Type the machine name in the Find field and click 'Search'.
  4. Select the client from the list and click 'OK'. The search dialog will close and the configuration for the specified client will be visible.
  5. In the Miscellaneous Settings for client section, in the dropdown menu for 'Select PST Enterprise Client trace level' select 'Advanced'.
  6. Click 'Save Changes' to save the modifications.
  7. On the Client machine, close the PST Enterprise Client (if it is already running) and restart Outlook (if it is already open).
  8. Carry out the same action that produced the error, e.g. rerun the PST Enterprise Client processing.
  9. Once the error has been produced, the client log file will be generated by default in the user’s Application Data directory, C:\Users\<UserName>\AppData\Roaming\C2C Systems\PSTEnterprise).
  10. Zip the PSTEnterpriseClientTrace.log file in that directory and send this to your Barracuda Support representative for diagnostics.

To disable client tracing again,
  1. In the PST Enterprise administration website, select the Client Configuration tab.
  2. Select the affected client machine in the dropdown menu.
  3. In the Miscellaneous Settings for client section, in the dropdown menu for 'Select PST Enterprise Client trace level' select 'No tracing'.
  4. Click 'Save Changes' to save the modifications.

For PST Enterprise v2.2 to v3.0

Important: This involves editing the Windows machine registry. Using the Registry Editor incorrectly can cause serious, system-wide problems that may require you to re-install Windows to correct them. Barracuda cannot guarantee that any problems resulting from the use of Registry Editor can be solved. Use this tool at your own risk. It is highly recommended that you create a backup of the registry before making any changes.


On the client machine which is experiencing the issue, enable logging as follows:
  1. Open the Registry Editor by running 'regedit'.
  2. Browse to: HKEY_CURRENT_USER\Software\C2C Systems\PstProc\PstProc\Settings.
  3. Modify the DWORD 'trace' to value '2'.
  4. If the key is not present, right-click to create a new DWORD called 'trace'.Copy the folder path from the STRING value 'TracePath'.
  5. This is the location where the client log file will be generated (by default in the user’s Application Data directory, C:\Users\<UserName>\AppData\Roaming\C2C_Systems\PSTEnterprise).
  6. Close the Registry Editor.
  7. Close the PST Enterprise Client (if it is already running) and restart Outlook (if it is already open).
  8. Carry out the same action that produced the error, e.g. rerun the PST Enterprise Client processing.
  9. Once the error has been produced, browse to the 'TracePath' folder path noted in step 4.
  10. Zip the PSTEnterpriseClientTrace.log file in that directory and send this to your Barracuda Support representative for diagnostics.

To disable client tracing again,
  1. Open the Registry Editor.
  2. Browse to: HKEY_CURRENT_USER\Software\C2C Systems\PstProc\PstProc\Settings\trace.
  3. Change the value of 'trace' to '0'.
  4. Close the PST Enterprise Client (if it is already running) to affect the change.

This process will provide a detailed log of the process that produced the error. Your Barracuda Support representative will be able to review the log and determine the root cause of the issue.


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