Knowledgebase
Gather network logs
Posted by Finnbogi Finnbogason on 30/04/2013 09:40

Network traffic log files may be requested to assist with research or troubleshooting for network related issues. Symptoms of network issues can manifest as installation wizard failing/stalling, updates failing/not completing, activations erroring out, etc...

Step 1. Download the Wireshark program from the file attachments section below.

Download Wireshark (Freeware)

  1. Go to the Wireshark download page (above link)
  2. Select the appropriate installer (32-bit or 64-bit) for your system
  3. A File Download prompt will be displayed. Click Save.
  4. Please save this file to the desktop.
  5. Navigate to the file. Right-click on the file and choose Open.
  6. Click Next then I Agree, then Next three times and then Install.
  7. The setup for WinPcap 4.0 will be displayed.
  8. Click Next twice, then I Agree, and then Finish.
  9. The Wireshark setup will resume.
  10. Click on Next when available and then Finish.

Step 2. Open the Wireshark program.

  1. Click the Start button on the Taskbar.
  2. Go to All Programs, highlight Wireshark then click on Wireshark.

NOTE: Vista Users: instead of just clicking on Wireshark, right click on Wireshark then click on Run As Administrator and then click on Allow.

Step 3. Start the capture.

  1. Click on Capture
  2. Click on Options
  3. Click on the drop-down menu next to Interface, and select your network card.
  4. You may click on Start to begin capturing.

Step 4. Creating a capture while recreating issue

  1. Reproduce the error.
  2. Click on Capture on the menu at the top and then Stop.
  3. Click on File on the menu at the top then click on Save As.
  4. Select the Desktop icon on the left to save this file on the desktop.
  5. Under the file name, type a relevant name here such as capture1 then click on Save.
  6. Close the application by clicking on File on the menu at the top then click on Quit.

Step 5. Create base capture.

  1. If possible, create another capture as outlined in Step 4 when the issue is not occurring.
  2. For example, if turning off would fix the issue, create a capture when the software is turned off.
  3. This will give more detailed information on how the network traffic should be. If unable to create a base capture, please continue with the next step.

Step 6. Submit captures

  1. Files must be sent as an attachment to the support team for evaluation.


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