Which log files should you initially send when submitting a new incident for the Proventia Web Filter?
When submitting an incident for your Proventia Web Filter, the configuration file of your software as well as additional log files will more than likely require investigation. Including this file when opening an incident will allow us to immediately begin troubleshooting the issue.
The following are needed for troubleshooting the Proventia Web Filter
Proventia Web Filter configuration file
Winmsd from the Proventia Web Filter system
Proventia Web Filter logs
Proventia Web Filter Configuration File:
Open the Proventia Management Console
Select File > Retrieve to obtain your current configuration
Log in with an authorized user
Select File > Import/Export > Export to save a local copy of the configuration file in .obg format to a location of your choice.
winmsd (for Windows installations)
Select Start > Run. Enter winmsd in the Run box. This will open the system information window.
Select File > Save. Save the file in a location of your choice in .nfo format
Proventia Web Filter Logs
On your Proventia Web Filter system, navigate to \ Program Files\Proventia Web Filter\Logs
Place the entire directory in a .zip file. If you are unable to zip the entire directory, please send at least the most recent pvweb.log, proxy.log, and content.log files.
These files can be sent to Customer Support via email or uploading the files to our FTP site.
If the above information does not resolve your issue, please contact IBM Security Systems Technical Support.
Proventia Web Filter