> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/cc-software/troubleshoot/command-centre-diagnostic-logs/command-centre-diagnostic-logs-gatheri.md).
# Gathering Logs - Why and how
## This page answers
* How do you raise the Command Centre logging level?
* How do you collect the logs for Technical Support?
* What must you set back to default afterward?
When Technical Support investigates a fault, they ask for logs from one or more locations, which could include the **Server**, **Workstation**, **Middleware Server**, **Controller**, and **Reader**. The usual flow is:
1. Raise the logging level where the fault lives (registry keys / config files).
2. Reproduce the issue. If it is difficult to replicate or happens intermittently, leave the logging running until it occurs. Note the exact time it happens.
3. Collect the logs (the **Support Log Tool** automates most of this).
4. Return the collected files to Technical Support.
5. **Revert every logging level back to default.**
> **Important:** `TraceOn`, `GeneralOn`, `OpcUaTraceOn` and the EDI / Diagnostics trace levels should only ever be enabled for the duration of testing, and disabled when testing is complete. They impact server performance.
***
## Raising the logging level
Sometimes the Server, Workstation and Middleware Server are all on the same computer, but often they are not. The technician you are working with will help identify which computer to pull logs from.
### TraceOn
Increases the logging level on the Command Centre Client, Command Centre Server and Configuration Client.
* Registry location (typical): `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Gallagher\Command Centre`
* Key: `TraceOn` (string). `0` = off, `1` = on.
The Trace setting takes effect as soon as it is applied. You do not need to restart services.
Alternative method: paste the following into a text file, rename it to `set trace.reg`, and run it:
```
Windows Registry Editor Version 5.00
[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Gallagher]
[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Gallagher\Command Centre]
"TraceOn"=dword:00000001
```
> **Important:** TraceOn should only ever be enabled (set to 1) for the duration of testing and disabled (set back to 0) when testing is complete.
### GeneralOn
Increases the logging level on the **Command Centre Server only**. It does nothing on Workstations. GeneralOn captures all interactions between the Command Centre Service and external systems / devices such as Controllers.
* Registry location (typical): `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Gallagher\Command Centre`
* Default value: `0` (off). Set to `1` to enable. Applied immediately, no service restart required.
Older systems may hold these keys in slightly different locations depending on the age of the Command Centre system and operating system:
* `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Gallagher`
* `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\CARDAX`
* `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Gallagher\Command Centre`
* `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\CARDAX\Command Centre FT`
* `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\CARDAX\Command Centre FT\`
> **Important:** GeneralOn should only ever be enabled (set to 1) for the duration of testing and disabled (set back to 0) when testing is complete.
### LogFileCount
Controls how many historic Command Centre log files are kept in the logging folder.
* Default: `1`. **From version 8.90 this is already set to `10`.**
* Log location: `C:\ProgramData\Gallagher\Command Centre\Command_centre.log`
The historic log is timestamped when the current `Command_centre.log` reaches its maximum file size (`LogFileSize`, 10 MB default), then a new one is started. If the file-count limit is exceeded, the oldest file is erased. Set this to 10 or more to capture more data over a longer period. Useful when enabling GeneralOn, or for issues that take significant time to replicate or happen at random.
The LogFileCount setting takes effect as soon as it is applied. You do not need to restart services.
### OpcUaTrace
Enables logging of OPC UA traffic on the server. Used for diagnosing OPC UA connection issues with Command Centre Workstations.
* Key: `OpcUaTraceOn`. Does not exist by default and must be created. Type: `DWORD (32-bit)`. Set to `1` to enable.
* Output: `opcua.log` added to the server log location (typically `C:\ProgramData\Gallagher\Command Centre`).
Logging starts as soon as the key is set. You do not need to restart the services.
> **Important:** OpcUaTraceOn should only ever be enabled (set to 1) for the duration of testing and disabled (set back to 0) when testing is complete.
### Diagnostics service logging level
1. Stop the **Diagnostics** service.
2. Go to `C:\Program Files\Gallagher\Diagnostic Service\Bin\`.
3. Edit `Gallagher.Security.DiagnosticsService.appsettings.json`.
4. In the `"Logging"` → `"LogLevel"` section, change `"Default": "Information"` to `"Default": "Trace"` and save.
5. Restart the **Diagnostics** service.
### Middleware Framework Server
Enables debugging for external systems (usually third-party systems) that communicate with Command Centre through Middleware.
* Middleware default install directory: `C:\Program Files (x86)\Gallagher\FTCAPI\`
* Config file: `C:\Program Files (x86)\Gallagher\FTCAPI\Middleware Framework\FTCAPIRouterService.exe.config`
Find this commented-out section and uncomment it:
* Before: ``
* After: ``
Save the file in the same folder (overwriting the original). Then restart the Middleware Service: open **Services** and restart the **FTCAPI Router Service**.
Middleware Framework Service logs are stored at: `C:\Program Files (x86)\Gallagher\FTCAPI\Middleware Framework\Log\`
### Elevator HLI logging
**Controller-based Lift HLIs.** Capturing the **Advanced → Additional Configuration** in a text file is better than a screenshot, because some items may not be clear in a screenshot.
For capturing purposes only, add the extra field `log_raw_data=1` to the Additional Configuration window. This logs events directly to the Controller's log file (on the controller) while the entry is set. Remove this setting when testing is complete.
> **Note:** Enabling `log_raw_data=1` significantly increases controller processing time, making the access decision time longer.
To capture controller logging events in the Command Centre logs, set `TraceOn` and `GeneralOn` in the server's registry (see above). Note that GeneralOn and TraceOn impact site server performance.
The alternative to enabling GeneralOn is to capture logs from the controller directly: run the latest **FTSupportTool** on the server with Web browsing enabled on the HLI Controller(s). Ensure other controllers do **not** have Web browsing enabled, or the FTSupportTool logs will be large and slow to run. On a busy site with `log_raw_data=1` set, controller logs fill quickly, so the tool would need to run every 5-10 minutes to capture them.
**Network-based Lift logging.** Where the Lift interface communicates with Command Centre over a network interface, capturing the network traffic between Command Centre and the lift system is often very helpful. Use the free software **Wireshark**.
***
## Workstation logging
### MSI-installed Workstation
Increases the logging level on the Command Centre Client, Command Centre Server and Configuration Client.
* Registry location (typical): `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Gallagher\Command Centre\`
* Key: `TraceOn`. `0` = off, `1` = on.
The Trace setting takes effect as soon as it is applied. No service restart required.
> **Important:** TraceOn should only ever be enabled (set to 1) for the duration of testing and disabled (set back to 0) when testing is complete.
### ClickOnce-installed Workstation
**Enable Trace Log:**
1. Open Registry and navigate to `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Gallagher\Command Centre`. If the location is not there, create it manually.
2. Create `TraceOn` with the value `1`.
3. Locate the log location at `C:\ProgramData\Gallagher\Command Centre`. If the folder is not there, create it manually. If logs are not created, grant the current user privileges on the folder.
**Enable ClickOnce logs** (these capture issues with the ClickOnce builder itself, for example startup issues). Enable Windows Deployment logging:
1. Open Regedit and go to `HKEY_CURRENT_USER\Software\Classes\Software\Microsoft\Windows\CurrentVersion\Deployment`.
2. Create two strings:
* `LogVerbosityLevel` = `1`
* `LogFilePath` = `C:\ProgramData\Gallagher\Command Centre\CommandCentreClick.log`
Logs created on startup appear under `C:\ProgramData\Gallagher\Command Centre\`. If a workstation has an issue that needs the normal (Trace) logging, use the MSI install of the workstation and enable `TraceOn` there instead.
### Visitor Management Workstation logging
The Visitor Management Workstation (the blue interface) is a ClickOnce install with no fixed install location, so find the install path through Task Manager:
1. Open Visitor Management (only the login prompt needs to be open).
2. Right-click the taskbar → **Task Manager** → **Processes**.
3. Select `VMCABClient`, right-click → **Open File Location**.
4. In that folder, open `VMCABClient.exe.config` in Notepad.
5. Find the rules line `` and change `Info` to `Trace`: ``
6. Save (you may need to save to the Desktop and move it back if the file has write permissions on it).
7. Restart the Visitor Management Workstation for the higher logging level to take effect.
> **Note:** Once the trace level is no longer needed, revert `Trace` back to `Info`.
### EDI Trace logging
> ⚠️ **WARNING: For versions prior to 9.00, enabling this trace level will export Personal Information into the log file.**
To enable Trace logging in the Enterprise Data Interface, apply this registry key on the server in the Gallagher registry location:
* Key: `EILoggingLevel` (DWORD)
* Default: `3`. For diagnostics, set to `6`.
Once logging is complete, revert to `3` or delete the key.
> **Note:** The CCFT Service must be restarted for this to take effect. The logs are in the Completed or Failed folder.
***
## Collecting the logs
### Automated collection: Support Log Tool
For most logs, the **Support Log Tool** (SupportLogTool) collects everything when run on a Workstation, Middleware server or Command Centre Server.
Download: [SupportLogTool.zip](https://media.gallagher.com/m/680955e40a8820fa/original/SupportLogTool.zip)
1. Place the tool on the Workstation, Middleware server or Command Centre Server (the Desktop is a good location).
2. Expand the compressed folder.
3. Run `SupportLogTool` **as administrator**.
4. On the **Command Centre logs** tab, check the boxes you have been asked for:
* **Include Minidump files**: if minidump folders have been requested.
* **Include Controller Logs**: if controller logs have been requested. (First, in Configuration Client, go to the controller's Status and Overrides tab and enable WWW connections for 10 minutes so the tool can capture logs.)
5. On the **Additional Config** tab, enter the Controller Diagnostic password if it has been changed from default (available from version 8.40+), and select any additional options requested (SQL Server performance info, PIV Information, Pending Changesets, Changesets).
> **Note:** Using the **Changesets** option can collect a large amount of data. Check with Technical Support before using it.
6. Click **Start** and let the tool run, then click **Collect Logs**.
7. Compress the folder(s) it generates in the SupportLogTool folder and return that file to Technical Support. Ensure the `FTSupportInfo.txt` file is included.
### Manual collection
If you do not want to use the automated tool, gather logs from these locations:
| Component | Log location |
| --------------------------------------------------- | ------------------------------------------------------------------------- |
| Command Centre Client / Visitor Management Client | `C:\Users\[windows user account]\AppData\Local\Gallagher\Command Centre\` |
| Command Centre Server / Configuration Client / REST | `C:\ProgramData\Gallagher\Command Centre\` |
| Middleware | `C:\Program Files (x86)\Gallagher\FTCAPI\Middleware Framework\Log\` |
The best approach is to ZIP the entire directory and return it to Technical Support.
***
## After collecting logs
> **Important:** Once fault replication is complete, revert every logging level you changed: `TraceOn`, `GeneralOn`, `OpcUaTraceOn` → `0`; EDI `EILoggingLevel` → `3`; Diagnostics service and VM logging → default; remove `log_raw_data=1`. Note the exact time the issue occurred so Technical Support can jump straight to it in the logs.
***
🔗 **Related**
* [Getting logs from a Controller](/knowledge-hub/products/cc-software/troubleshoot/command-centre-diagnostic-logs/command-centre-diagnostic-logs-getting.md). Web-browse and FTSupportTool controller-log methods.
* [Using CMtrace.exe to view logs](/knowledge-hub/products/cc-software/troubleshoot/command-centre-diagnostic-logs/using-cmtrace-exe-to-view-logs.md). A better viewer than Notepad for CC logs.
* [Create MiniDump in ClickOnce Command Centre / Configuration Client](/knowledge-hub/products/cc-software/troubleshoot/command-centre-diagnostic-logs/command-centre-diagnostic-logs-create.md). Producing a minidump on a ClickOnce client.
---
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