If a network device has problems being queried or has a thread crash (large red “X” in front of the device), you will want to create a device debug file for this device so it can be determined what the problem is with the device.
- Browse the filesystem to the C:\Program Files (x86)\PathSolutions\TotalView directory
- Edit the DeviceDebug.cfg file with notepad
- Add the IP addresses of the devices that need a debug file, one per line. Make sure there is at least one CR/LF at the end of this file. Optionally, add “*” to a line alone in this file and device debug files will be created for all devices.
Note: If “*” is chosen on a large network, this will potentially slow down polling and also use a lot of disk space.
- Save the file (depending on the operating system and security settings, you may have to save this file to the desktop and then drag it into the Path Insight directory).
Note: Notepad may attempt to save the file with a .txt extension (Save as file type *.TXT). This will have the file be named DeviceDebug.cfg.txt but might show up as DeviceDebug.cfg on the desktop (if extensions are hidden). If you attempt to rename the file, you won’t be able to remove the .txt extension without modifying the file explorer to show extensions. When saving the file from Notepad’s Save As dialog, choose “All Files *.*” and it will save it with the .cfg extension.
- Stop and restart the service
When the service restarts, look in the Path Insight “Web” directory (C:\Program Files (x86)\PathSolutions\TotalView\Web) and there should be some debug files with the name “Debug-###.###.###.###.txt” that are growing.
When adequate information is collected (or a problem happens with the debug devices), stop the service and zip up the Debug files and email them to email@example.com with a description of the problem you are having with the device.
Note: Be sure to remember to remove the devices from DeviceDebug.cfg to prevent these files from growing out of control.