Running console traces for Security Center - Security Center 5.7 - 5.12

If you experience an issue on your Security Center system, you can use console traces to troubleshoot the issue. By reproducing your issue while a trace logger is running, our Technical Support team can use the trace logs to identify the cause of the problem.

1. Open Security Desk.
   To use the Security Desk or Config Tool consoles, you must run Security Desk as an administrator.
2. In your browser, open and log in to Server Admin.
   You can access the consoles for Security Center client applications at the following addresses:

   • Server Admin: localhost/Genetec/Overview
   • Security Desk: localhost:6020/Genetec/Overview
   • Config Tool: localhost:6021/Genetec/Overview
   • Genetec™ Mobile: localhost:9001/Genetec/console#/Diagnostic
3. From the Servers list, select your server, and click Actions > Console.
   
4. Click the Trace logger tab.
   
5. From the list on the left-hand side of the screen, select the trace to run.
   The trace name is provided by Technical Support.
6. (Optional) Configure the Retention policy and Disk usage and log file size settings.
   For more information, see Best practices for storing console traces.
7. (Optional) Click Modify () and in the Log folder field, change the default file location.
   Some logs can take up considerable space. To avoid issues with your system's performance or hard drive storage, it is recommended to save your log files somewhere other than your C: drive or anywhere recordings are stored.

   The default location for logs is C:\ProgramData\Genetec Security Center [X.Y]\Logs, where [X.Y] is the version of Security Center installed on your system.

   NOTE: The ProgramData folder can be hidden by default. If you do not see the ProgramData folder, consult the Microsoft Support website: https://support.microsoft.com on how to show hidden folders for the Windows version that you are using.
8. Select your trace from the list and click Start ().
   The console trace starts running.
9. While the trace is running, reproduce your issue and note the exact time when it occurs.
10. After the issue is logged, click Stop () to stop the trace.
    IMPORTANT: Unless you stop the trace, it continues to run. If a trace continues running unchecked, it consumes more disk space than needed, making your server's hard drive unusable or causing system failures.
11. Retrieve your log files and send them to Technical Support.
    Ensure you mention the time when the issue occurred during the trace.