Section 1
Gather the following Ghost Console server logs:
Gather the Console Server NFO File
- Go to the Ghost Console server and click Start > Run.
- Type in msinfo32.exe and click OK.
- In the System Information program window that opens click File then Save.
- Click on the drop down after the Save in option box and click Desktop.
- In the File name: box type GhostServer.
- Confirm that the Save as type: is *.NFO.
- Click the Save button.
- Attach GhostServer.NFO to reply email.
Gather the Console Server Error Log
- Start the Ghost Console.
- Click on the View >Task Log…menu item.
- In the Task Log window click the log menu.
- Click the Export to file… menu item.
- Click on the drop down after the Save in option box and click Desktop.
- In the File name: box type GhostServerErrorLog.
- Confirm that the Save as type: is *.txt.
- Click the Save button.
- Attach GhostServerErrorLog.txt to reply email.
How to gather the Task Scenario file from the Ghost Console.
- Start the Ghost Console.
- Select the Task folder.
- Right click on the task that is failing and click on Task Scenario.
- In the browser window that comes up click File > Save As..
- Name and save the file.
- Send a reply email with the task scenario file attached.
Other Ghost server logs to gather.
From the Ghost installation directory. (C:\Program Files\Symantec\Ghost by default)
- Attach the ngserver.log and rcilog.txt log’s to reply email
Section 2
Gather the Client system logs.
To gather the Client NFO file for Windows 7 and earlier.
- Go to the Client machine and click Start > Run.
- Type in msinfo32.exe
- Click OK.
- In the System Information program window that opens click File then Save....
- Click on the drop down after the Save in option box and click Desktop.
- In the File name: box type GhostClient.
- Confirm that the Save as type: is *.NFO.
- Click the Save button.
- Attach GhostClient.NFO to the reply email
To gather the Client NFO file from a Windows 8 machine
- On the Start or Tile page, right click to get access to All Apps and open All Apps.
- Open the Control Panel
- Open Administrative Tools
- Open System Information
- In the program window, click File and then Save
- Choose Desktop and in the File name box type GhostClient
- Confirm that the Save as type is *.NFO
- Click the Save button
- Attach GhostClient.NFO to the reply email.
To gather the client log file.
- Add the -AFILE=filename switch to the Ghost command line (Aka Ghost.exe -afile=A:\ghosterr.txt) and rerun the task. The log file should be saved on a removable device like a floppy disk, flash drive, or a network share. For more information, see "How to run command line switches with ghost in a WinPE environment".
- Go to the Ghost installation directory on the client machine (C:\Program Files\Symantec\Ghost by default) and attach NGCTW32.log to reply email.
Section 3
Other logs and files that may be requested by support in order to troubleshoot specific Ghost issues.
To export a copy of the application event log.
- Click on Start > Run...
- Type eventvwr into the Open: dialog box.
- Right click Application in the left pane.
- Click on Save Log File As...
- Enter a File Name and note save location.
- Click Save.
- Attach the resulting file to reply email.
If you are asked to create a AITrace.log
how to generate an AITrace.log file to troubleshoot problems with AutoInstall.
- Create a file called AITrace.log in c:\Documents and Settings\All Users\Application Data\Symantec\Ghost.
- Conpleat the entire snapshot process.
Note: AI will populate the file during the snapshot/comparison.
- Attach the aisnapshot.log file to reply email.
The Ghost Workbook (below) may also be required. The Workbook should be completed with as much information as possible.