How to manually gather files needed by the Symantec Ghost Support Team for troubleshooting issues

Article:TECH109984  |  Created: 2008-01-18  |  Updated: 2013-12-12  |  Article URL http://www.symantec.com/docs/TECH109984
Article Type
Technical Solution

Product(s)

Environment

Issue



What files will Symantec Ghost Support need to troubleshoot my issue?


Solution



Section 1
Gather the following Ghost Console server logs:

Gather the Console Server NFO File

  1. Go to the Ghost Console server and click Start > Run.
  2. Type in msinfo32.exe and click OK.
  3. In the System Information program window that opens click File then Save.
  4. Click on the drop down after the Save in option box and click Desktop.
  5. In the File name: box type GhostServer.
  6. Confirm that the Save as type: is *.NFO.
  7. Click the Save button.
  8. Attach GhostServer.NFO to reply email.


Gather the Console Server Error Log

  1. Start the Ghost Console.
  2. Click on the View >Task Log…menu item.
  3. In the Task Log window click the log menu.
  4. Click the Export to file… menu item.
  5. Click on the drop down after the Save in option box and click Desktop.
  6. In the File name: box type GhostServerErrorLog.
  7. Confirm that the Save as type: is *.txt.
  8. Click the Save button.
  9. Attach GhostServerErrorLog.txt to reply email.

How to gather the Task Scenario file from the Ghost Console.

  1. Start the Ghost Console.
  2. Select the Task folder.
  3. Right click on the task that is failing and click on Task Scenario.
  4. In the browser window that comes up click File > Save As..
  5. Name and save the file.
  6. Send a reply email with the task scenario file attached.

 
Other Ghost server logs to gather.
 From the Ghost installation directory. (C:\Program Files\Symantec\Ghost by default)

  1. Attach the ngserver.log and rcilog.txt log’s to reply email

                  
Section 2
Gather the Client system logs.

To gather the Client NFO file for Windows 7 and earlier.

  1. Go to the Client machine and click Start > Run.
  2. Type in msinfo32.exe
  3. Click OK.
  4. In the System Information program window that opens click File then Save....
  5. Click on the drop down after the Save in option box and click Desktop.
  6. In the File name: box type GhostClient.
  7. Confirm that the Save as type: is *.NFO.
  8. Click the Save button.
  9. Attach GhostClient.NFO to the reply email

To gather the Client NFO file from a Windows 8 machine

  1. On the Start or Tile page, right click to get access to All Apps and open All Apps.
  2. Open the Control Panel
  3. Open Administrative Tools
  4. Open System Information
  5. In the program window, click File and then Save
  6. Choose Desktop and in the File name box type GhostClient
  7. Confirm that the Save as type is *.NFO
  8. Click the Save button
  9. Attach GhostClient.NFO to the reply email.


To gather the client log file.

  1. Add the -AFILE=filename switch to the Ghost command line (Aka Ghost.exe -afile=A:\ghosterr.txt) and rerun the task. The log file should be saved on a removable device like a floppy disk, flash drive, or a network share. For more information, see "How to run command line switches with ghost in a WinPE environment".
  2. Go to the Ghost installation directory on the client machine (C:\Program Files\Symantec\Ghost by default) and attach NGCTW32.log to reply email.

Section 3
Other logs and files that may be requested by support in order to troubleshoot specific Ghost issues.

To export a copy of the application event log.

  1. Click on Start > Run...
  2. Type eventvwr into the Open: dialog box.
  3. Right click Application in the left pane.
  4. Click on Save Log File As...
  5. Enter a File Name and note save location.
  6. Click Save.
  7. Attach the resulting file to reply email.

If you are asked to create a AITrace.log
how to generate an AITrace.log file to troubleshoot problems with AutoInstall.

  1. Create a file called AITrace.log in c:\Documents and Settings\All Users\Application Data\Symantec\Ghost.
  2. Conpleat the entire snapshot process.
    Note: AI will populate the file during the snapshot/comparison.
  3. Attach the aisnapshot.log file to reply email.


The Ghost Workbook (below) may also be required. The Workbook should be completed with as much information as possible.

Workbook_Enterprise--gss2.0.doc


Attachments

Workbook_Enterprise--gss2.0.doc (441 kBytes)

Legacy ID



2008011816270960


Article URL http://www.symantec.com/docs/TECH109984


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