Agent troubleshooting (Windows)

The agent went offline

The agent requires two services to be up and running: Footprint Agent Service and Footprint Agent Updater Service.

To check if the services are running you should open services.msc:

Agent services are considered running when both Footprint Agent Service and Footprint Agent Updater Service are in the state of running as shown in the picture below.

If the services are stopped they can be started by pressing right-click on the service and then start

Agent logs files

During installation, and while the agent runs, a series of log files will be generated.

Log files are saved in %ProgramData%/Footprint/Agent/logs

Log files are often needed in the troubleshooting process.

Agent config file

Config file is saved in %ProgramData%/Footprint/Agent/config.cfg

Exporting Event Viewer logs

Errors encountered while the agent runs, that are not caught by the agent loggers, will be recorded to the Windows Event Viewer.

To export a complete log file of the current state of Event Viewer, please follow these steps:

1. Open the Event Viewer windows, either by pressing Windows + r and typing eventvwr , or by searching for Event Viewer in Windows Search;

2. Within Event Viewer, expand Windows Logs.

3. Expand System Logs and then select Save All Events As … from the right bar:

4. If the Display Information window pops up, select the display information compatible with your language:

5. Save the logs with the name system_event_logs ;

6. Repeat the process for the Application Logs. Select Application from the left window and then select Save All Events As … from the right bar:

7. Save the logs with the name applications_event_logs ;