This article will show you how to take debug logs of ExploitProtection, BankGuard or Anti-Ransomware component of the G DATA Security Client in case of technical issues.
For any issue with the ExploitProtection, BankGuard or Anti-Ransomware component of the G DATA Security Client, we’ll need general client communication logs to identify the issue. Furthermore we’ll need a registry export of the key HKEY_LOCAL_MACHINE\SOFTWARE\[Wow6432Node]\G DATA.
All of the following has to be done on the computer where the Security Client which presents the issue is installed.
Step 1. Download DebugView from Microsoft by clicking here.
Step 2.Run DebugView.exe as Administator.
Step 3. Open the menu Capture and enable Capture Global Win32.
Step 4. Open the Registry Editor of Windows. Press the keyboard shortcut Windows Key + R, this will open the Run prompt.
Step 5. Enter “regedit” and click OK.
Step 6. Go to the following key:
If the system is 32bit, go the following key instead: HKEY_LOCAL_MACHINE\SOFTWARE \G DATA\AVKClient
Step 7. Right-click on the key AVKClient and choose New > DWORD (32-bit) Value.
Step 8. Name the new value “DebugLevel”.
Step 9. Right-click on the value DebugLevel and choose Modify…
Step 10. Under Value data, enter “7”. Click OK.
Step 11. You will now have to wait until the client starts a synchronization with the server. By default this happens each 5 min.
To see at which frequency this happens, open G DATA Administrator and go to the following panel: ManagementServers > General settings > Synchronization
Step 12. Now wait an additional 20 min to make sure every relevant information has been captured.
Step 13. From DebugView, click on the small clock icon in the menu bar. This will change the time format displayed in the logs.
Step 14. From DebugView, go to File > Save As… and save the log file somewhere on your system.
Give it a relevant name which makes it easy to identify. We recommend to include at least the name of the computer and the current date.
Step 15. Go back to the Registry Editor and open the following key:
On a 32bit system open the following key instead: HKEY_LOCAL_MACHINE\SOFTWARE\G DATA
Step 16. Right click on the G DATA node and click Export. Name the key “GDATA” and save it somewhere.
Step 16. Forward both the saved log file and the registry export (.reg) file to G DATA Support. If you already have an open ticket with us, just reply to the latest email you have received and put the file as attachment.
If you have no open ticket yet, use our contact form.
Step 17. We recommend to disable the logging once it is no longer needed. Proceed as follows:
Delete the registry key DebugLevel you have previously created.