Collecting diagnostic data

For troubleshooting purposes, the Diagnostic Data Collection Tool conveniently collects and packages system information so that you can easily send it to Genetec™ Technical Assistance Center.

To collect diagnostic information:

1. From the Home page, click Tools > Diagnostic Data Collection Tool.
2. From the dialog box, select one of the following:
   • Default data collection on all Security Center servers:

     Sends only a set of predefined data collections (default)"
   • Specific data collection and servers:

     Sends a set of data collection and server information that you have selected.
3. If selecting Specific data collection and servers, do the following:
   1. On the left pane, select the server(s) you need information from.
   2. On the right pane, select the specific collection type(s) from that server.
   You can select from the following collections:

   • System Information:

     (Selected by default) A data collection used for diagnostic testing that includes system logs and system information not specific to Genetec applications. This collection contains:

     • Genetec Event logs
     • System Event logs
     • Application Event logs
     • Security Event logs
     • Installed applications
     • Installed updates
     • Currently running applications
     • Currently active network connections
     • .NET CLR assemblies required for debugging
   • Genetec System Information:

     (Selected by default) A data collection used for diagnostic testing that includes Genetec™ applications specific information. It contains:

     • Security Center configuration files
     • Security Center trace logs
     • Security Desk and Config Tool error logs (when the clients are selected)
     • Performance monitor data
     • Running processes information
     • Security Center running processes information with loaded assemblies
     • Memory dumps
     • Registry Keys (only the ones that are used or created by Genetec Inc.)
   • Archiver Agent:

     A data collection used for diagnostic testing that includes Archiver-specific information such as Archiver cache and Archiver logs.
   • Access Manager:

     A data collection used for diagnostic testing that includes Access Manager-specific information. It includes configuration files, currently active network connections, VertX file cache and VertX temp files.
   • Video Unit Inventory:

     A data collection used for diagnostic testing that lists video units enrolled by the system and Security Center federated cameras
4. Click Start.
   The status bars show the progress for each data collection. The information is saved on the computer from which the tool was run to folder: C:\ProgramData\Genetec Security Center 5.8\Diagnostics. For Windows XP and 2003, the data is saved in: C:\Documents and Settings\All Users\Application Data\Genetec Security Center 5.8\Diagnostics.
5. To open the folder, click Open drop folder.