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Version: Axidian CertiFlow 7.1

Collect logs

Server​

Follow these steps to retrieve troubleshooting data and log files of the Axidian CertiFlow server components.

  1. Open the required service's catalog.
Service files locations
Service nameLocation
Card Monitor%ProgramFiles%\Axidian CertiFlow\CardMonitor
Agentregistrationapi%SystemDrive%\inetpub\wwwroot\certiflow\agent\agentregistrationapi
Agentserviceapi%SystemDrive%\inetpub\wwwroot\certiflow\agent\agentserviceapi
API%SystemDrive%\inetpub\wwwroot\certiflow\api
Credprovapi%SystemDrive%\inetpub\wwwroot\certiflow\credprovapi
Management Console%SystemDrive%\inetpub\wwwroot\certiflow\mc
OpenID Connect Server%SystemDrive%\inetpub\wwwroot\certiflow\oidc
Remote Self-Service%SystemDrive%\inetpub\wwwroot\certiflow\rss
Self-Service%SystemDrive%\inetpub\wwwroot\certiflow\ss
Configuration Wizard%SystemDrive%\inetpub\wwwroot\certiflow\wizard
AirCard Enterprise server%SystemDrive%\inetpub\wwwroot\Axidian.AirCard.EntServer

  1. Open the nlog.config file in a text editor, such as Notepad, launched with administrator privileges, and change the value of the minlevel parameter from Off to Trace.

    <logger name="*" minlevel="Trace" writeTo="file" />

  2. Save the changes and close the file.

  3. Open the logs catalog in the service's main catalog and delete the existing log files.

  4. Reproduce the issue.

  5. Return to the logs catalog and make sure that new subcatalogs with debug information files have been created.

  6. Send the entire logs catalog with all its contents to Axidian technical support. Include the issue description.

  7. To disable logging, change the minlevel parameter value from Trace to Off and save the changes.

Client​

To collect client logs, use the CertiFlow GetLog tool.

  1. Open the CertiFlow.GetLog catalog in the Axidian CertiFlow installation package and run CertiFlow.GetLog.exe as administrator.

  2. To connect to the local machine, enter localhost in the Computer field. To connect to a remote machine, enter its name or IP. Click Connect.

    info

    To establish a connection to a remote computer running Windows Vista or higher, make sure that the Windows Management Instrumentation (WMI) service is running on the remote computer.

  3. Click Enable Log to start logging.

  4. Reproduce the issue.

  5. Click Disable Log to stop logging.

  6. Click Get Log... to collect the logs.

  7. Specify the catalog to save the logs and click Save.

  8. Click Disconnect to disconnect from the computer.

  9. Send the logs to Axidian technical support. Include the issue description.

info

By default, logs are stored locally in C:\Windows\System32\LogFiles\certiflow. For remote log collection, the default network path is ADMIN$\System32\LogFiles\certiflow. To select another storage, go to Advanced Settings and specify an alternative logging catalog in the Use alternative location option.

Advanced Settings
SettingDescription
Max. log size (bytes)The maximum size, in bytes, for all files in the log catalog.
Default value: 1 GB.
When the maximum size is reached, the contents of the catalog are automatically deleted, except for log files modified within the Max. log file age period.
Max. log file age (s)The maximum age of a log file in seconds.
If the total size of logs in the catalog exceeds the Max. log size value, all files modified within the Max. log file age period are deleted from the catalog.
Example: The maximum size of all logs in the LogFiles\certiflow catalog is 1 GB (Max. log size (bytes) = 1000000000), and the maximum log file age is 24 hours (Max. log file age (s) = 86400). When the size of the log folder exceeds 1 GB, all files except those written in the last 24 hours are deleted.
Cleaner interval (s)The interval, in seconds, at which the size of the log catalog is checked.
Default value: 1 hour (3600 seconds).
Activity checking period (ms)The interval, in milliseconds, at which logging activity is checked.
Before starting to write logs, the client component verifies whether logging is enabled on the workstation.
Default checking interval: 1 minute (60,000 milliseconds).
Enable log cyclingEnables log file cycling mode.
If this option is enabled, logs for service are written according to the specified settings for the number of files and file size.

- Max. size of a log file (bytes): The maximum size of a single log file in bytes. Default: 10 MB (10,000,000 bytes). When the specified size is reached, the file's contents are overwritten with new data.
- Max. number of saved log files: The maximum number of log files to keep. Default: 5, excluding the currently active log file. If the set number of files is exceeded, the oldest file is deleted, and logs continue to be written to a new file.
Use alternative locationSpecifies an alternative catalog for writing logs.
If this option is disabled, logs are written to the default catalogs:
- Local path: %WINDIR%\System32\LogFiles\certiflow
- Network path: ADMIN$\System32\LogFiles\certiflow

Installer packages​

All Axidian CertiFlow installers for Windows are distributed as MSI (Windows Installer) packages. To get debug logs for MSI packages, run the installer in the command line with specific parameters.

Here is the command syntax for launching an MSI package with logging enabled:

msiexec /i <path_to_installer> /lv <path_to_log_file>

After the installer completes, send the log file to Axidian technical support. Include the issue description.

msiexec /i AxidianCertiFlow.Client.Tools-<version_number>.x64.en-us.msi /lv log.txt
This command launches the Axidian CertiFlow Client Tools installer from the current folder. Installation logs are written to the log.txt file, located in the same folder.

msiexec /i D:\CertiFlow.Client\AxidianCertiFlow.Client.Tools-<version_number>.x64.en-us.msi /lv C:\install_log.txt
This command launches the Axidian CertiFlow Client Tools installer from the D:\CertiFlow.Client folder. Installation logs are written to the install_log.txt file, located in the C: drive root.

To collect installer logs when you deploy component using Group Policy and cannot specify command-line parameters, enable Windows Installer logging by setting a registry key:

  • To enable logging, create a REG_SZ key named Logging with the value voicewarmupx in the HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows\Installer registry branch.
  • To disable logging, set an empty value for the Logging key.

You can also enable and disable debug logs for Axidian CertiFlow installers using the REG files included in the Axidian CertiFlow installation package, located in the \GetLog\Regfiles folder (files: MSI logs On.reg and MSI logs Off.reg).

  • To enable debug logging for installers on a workstation, run the MSI logs On.reg file.
  • To disable debug logging for installers on a workstation, run the MSI logs Off.reg file.

The log file is saved to the Temp folder. Each new log file name is generated randomly but starts with the letters Msi and has the LOG extension. To locate the Temp folder, execute the following command:

cd %temp%

Log collection errors and troubleshooting​

  • Connecting to a remote computer
ErrorCauseSolution
0x800706BA The RPC server is unavailableWindows Management Instrumentation (WMI) service is stopped or blocked on the remote computer running Windows Vista or higher.Start the WMI service:
1. In Control Panel, select Windows Firewall → Allow an app or feature through Windows Firewall.
2. Click Change settings and enable the Windows Management Instrumentation (WMI) option.
0x000004B3 No network provider accepted the given network pathThe remote computer is not accessible over the network.Check the network connection settings.
  • Connecting to a local computer
ErrorCauseSolution
0x80070005 Access is denied
or
The network path is not accessible. Access is denied		The user account running the CertiFlow GetLog tool does not have permission to read and/or edit the Windows registry key containing the logging parameters.Grant the user account the required permissions:
1. In Windows Registry Editor, navigate to the key HKEY_LOCAL_MACHINE\SOFTWARE\CertiFlow.
2. Right-click the Logging node and select Permissions.
3. In the Permissions for Logging window, click Add and select the required user account.
4. Grant the selected account Full Control and Read permissions.
5. Click Apply. For the permission changes to take effect, the user must log off and then log back on.
The user does not have write permissions for the log save catalog.Grant the user account the required permissions for the specified catalog.
  • Saving logs
ErrorCauseSolution
0x80070035 The network path was not foundThe network catalog used to access log files is unavailable (the default catalog is ADMIN$\System32\LogFiles).Check the access settings for the network catalog.
0x80070003 The system cannot find the file specifiedAn incorrect network path for saving files was specified.Specify the correct network path.