Overview:

A client trace can be used to troubleshoot problems with the EV client. To perform a client trace follow the steps below:


Resolution:

1. Open Outlook on the client.

2.  Hold the Ctrl+Shift keys and click on any of the EV icons on either:

i) The toolbar (Figure 1)

Figure 1
 


ii) The Menu (Figure 1a).


Figure 1a
 


This will launch the EV Diagnostics window (Figure 2).

Note: If the diagnostics window does not open then you will need to enable client tracing via the registry as described at the end of this technote.


Figure 2
 


3. Click the 4 - Maximum tracing radio button.

4. Click OK.

5. Click OK.

6. Close Outlook.

7. Reopen Outlook.

8. Repeat the operation that is generating the error.

9. Hold the Ctrl+Shift keys and click on any of the EV icons on the toolbar to bring up the EV Diagnostics window.

10. Click the Open Log button.

11. Save a copy of the ev_client_log file and send it to the Technical Support representative.

12. Close the ev_client_log.

13. Reset Level of logging required: to 1 - Errors only.

14. Click OK.

15. Click OK.

16. Close Outlook.



Enabling Client Tracing via the registry if the above procedure fails:


1. Set the following registry key on the affected client

HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client

DWORD: LoggingLevel

Value: 3

Three levels of information can be logged:

0. Errors.

1. Information (default).

2. Tracing.

3. Tracing, with function calls.

2. Restart Outlook

3. Repeat the operation that is generating the error.

4. After the problem has been recreated, get the log file from your temporary files location by:

i) Click 'Start'

ii) select 'Run'

iii) type %temp% and then press return

5. The log file will have been created in the format:

ev_client_log2008xxxxxxx.log