The EI Support Tool is a PowerShell script that collects all logs associated with Endpoint Insights into one .zip file. The tool makes it easy to provide our Support team with all the information they require for troubleshooting EI issues.
To run the EI Support Tool:
1. Download the EI Support Tool PowerShell script: EISupportTool.zip
2. Open PowerShell as an Administrator and navigate to the folder where you've located the script.
Example: Set-Location -Path "C:\Users\<YourUserAccount>\<FolderWhereScriptIsLocated>"
3. Run the following command: "PowerShell.exe -ExecutionPolicy Bypass -File '.\ei-support-tool.ps1'"
Send the resulting EILogs.zip file to the Support Engineer who requested the logs. You can also send the file to Recast Support, if you're in the process of opening a ticket.
Here's where to find Endpoint Insights Setup Logs and how to send them to our Support Team.
Setup Log Location
Since Endpoint Insights must be installed on your primary site server, the setup logs are located there at C:\ProgramData\Recast Software\Logs.
| Log Name | Description |
|---|---|
Endpoint Insights.log |
|
%temp%\EI_Uninstall.log |
|
To send Endpoint Insights Setup logs to Recast Support:
1. In the Logs folder, select all setup logs showing more than 0 KB.
2. Right-click and add the selected logs to a new Compressed (Zipped) File.
3. Send the file to our Support Team.
NOTE: You can also use the EI Support Tool to collect all Endpoint Insights logs into a single .zip file.
For Endpoint Insights, only the warranty collection service runs on the Recast Management Server. Should Recast Support ask you for Recast Proxy logs to assist with troubleshooting, here's where to find them and how to send them.
Proxy Log Location
C:\ProgramData\Recast Software\Logs
| Log Name | Description |
|---|---|
RecastProxy_xxx.log | Information about when warranty details are submitted to the Recast Warranty service. |
To send Recast Proxy logs to Recast Support:
1. In the Logs folder, select all Recast Proxy logs showing more than 0 KB.
2. Right-click and add the selected logs to a new Compressed (Zipped) File.
3. Send the file to our Support Team.
NOTE: You can also use the EI Support Tool to collect all Endpoint Insights logs into a single .zip file.
A Recast Agent is used to collect inventory data for Endpoint Insights.
There are two types of Recast Agent logs for EI: Client Installation and Client Operation. Should our Support Team ask you to send Recast Agent logs to assist with troubleshooting Endpoint Insights, here's where to find them and how to send them to us.
Agent Log Location
C:\ProgramData\Recast Software\Logs
Client Installation
If a Recast Agent was installed using the Configuration Manager Application created during Endpoint Insights setup, the client installation log will be located in the %temp% folder, which is typically found at C:\Windows\Temp.
If you deploy a Recast Agent in another manner, logging is not enabled by default. In this case, use the normal MSI logging switches to enable Recast Agent client setup logging. The recommended settings are /L*V %temp%\RecastAgentMSI.log.
| Log Name | Description |
|---|---|
RecastAgentMSI<version number>.log | Provides details about the MSI installation. |
Client Operation
For RecastAgent_Computer.log, RecastAgent_Monitor.log, and RecastAgent_User.log, this will always be the active log.
For RecastAgent_xxx.log, the log file with the highest version number will be the active log for Recast Agent.
| Log Name | Description |
|---|---|
RecastAgent_Computer.log |
|
RecastAgent_Monitor.log |
|
RecastAgent_User.log |
|
RecastAgent_xxx.log |
|
To send Recast Agent logs to Recast Support:
1. In the Logs folder, select all Agent logs showing more than 0 KB.
2. Right-click and add the selected logs to a new Compressed (Zipped) File.
3. Send the file to our Support Team.
NOTE: You can also use the EI Support Tool to collect all Endpoint Insights logs into a single .zip file.