How is the trace logging enabled in InTrust for Events or Intrust Express? (4246877)

In some cases InTrust developers may need insight into a problem you may have with InTrust for Events (or Intrust Express) and ask for trace logs from either the InTrust for Events collector or agent module. Often this is the only way for the product development team to find out what is or may be happening to the application in your environment, so it is critical for issue resolution, that the team has the requested logs.

This Solution provides the instructions on how to get trace logs in InTrust for Events.

IMPORTANT NOTE: Trace logging should only be enabled when a Quest Software Support Engineer requests these log files. This log files will typically only be requested when an issue has been escalated to the Development team.

Normally, the trace logging is disabled. When required, it must be manually enabled and then disabled when no longer needed through modifying the Windows registry on the InTrust for Events machine. Trace logging starts or stops the next time a gathering session is started.

TO ENABLE TRACE LOGGING:

1. With regedit.exe, regedt32.exe or a similar tool, open the following registry key on your InTrust for Events machine:

HKEY_LOCAL_MACHINE\SOFTWARE\Aelita\InTrust for Events\Gatherer\Operation

2. If not yet there, create the following two values under that key:

Value type: STRING
Value name: TraceDirectory
Value: <full local path to the folder where you want the trace log files to be stored>

Note: The folder must exist before you start the InTrust session you want to produce trace logs is started. You may have to create this folder manually if it does not exist.

Value type: DWORD
Value name: TraceEnabled
Value: 1 (to enable tracing) or 0 (to disable tracing)

TO GET TRACE LOGS FROM THE COLLECTOR:

1. Enable trace logging (see above).
2. When the next gathering session is started, check that files with names like "eatrace - #4.8.2004 11.0.0# #pid=2708#.txt" appear in the folder specified as TraceDirectory.
3. Let InTrust for Events work till the issue you need to investigate with product developers is reproduced. If possible, let the problem appear more than once.
4. Pack all the eatrace - *.txt files from the folder specified as TraceDirectory with WinZip or some other commonly used archiver and send them to the support engineer who requested trace logs.

TO GET TRACE LOGS FROM THE AGENT:

1. Enable trace logging (see above).
2. Let InTrust for Events work till the issue you need to investigate with product developers is reproduced. If possible, let the problem appear more than once.
3. Pack all the eatrace - *.txt files from the %WINDIR%\Aelita\EventAdmin\EAAgent <\\<computer_name>\ADMIN$\Aelita\EventAdmin\EAAgent\> (or the <\\<computer_name>\ADMIN$\Aelita\EventAdmin\EAAgent\> share) on the agent computer with WinZip or some other commonly used archiver and send them to the support engineer who requested trace logs.

TO DISABLE TRACE LOGGING:

1. Edit the Windows registry on the InTrust for Events machine again to change the TraceEnabled value under the HKEY_LOCAL_MACHINE\SOFTWARE\Aelita\InTrust for Events\Gatherer\Operation key to 0.

Note: If you are not going to use trace logging any more, you can delete both values (TraceDirectory and TraceEnabled) from the registry.

Also applies to earlier versions of the product, as well as Intrust Express 8.0, 8.01 and 8.5.