How to collect AgentP logs for support

In this topic, you will learn where to find Portnox™ AgentP logs in your file system and how to prepare them and send them to support.

If AgentP reports an error and you don’t know how to fix it, before you contact support, you should do the following:

1. Recreate the issue and note down the exact time that it happened. This will let support check the cloud logs for that exact time.

2. Take a screenshot of the error.

3. Copy and zip all log files:

   • Windows: %programdata%\AgentP\
     • In the search field, type cmd
     • In the command window, type explorer.exe %programdata%\AgentP\
     • In the File Explorer window, right click on the Logs folder from the Send to menu, select Compressed (zipped) folder
   • macOS: /tmp/agentp/logs/
     • Open Finder
     • In the Go menu, select Go to Folder...
     • Type: /tmp/agentp/logs and press the  ↩  key
     • Select all files
     • Press the ctrl key and click
     • From the menu, select Compress
   • iOS/Android:
     • Configure your mail client on your device
     • Run the AgentP app
     • Click on the  ≡  icon and select the Support option
     • Click on the Send mail button

4. If you are using the Azure WadLog console application, collect the logs for the relevant time and zip them before sending.

5. If you have problems installing or reinstalling AgentP on Windows, you need to collect and send installation logs:

   • Run the AgentP Windows installer with the /L*V (log all and verbose) parameter, for example:

     msiexec.exe /i PortnoxAgentP64.msi /L*V "C:\agentp_install.log"

Contact us at support@portnox.com and attach the zipped log files, the screenshot, and zipped WadLog logs (if available).