> 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/integrations/elevators/thyssenkrupp/collect-thyssenkrupp-elevator-service-diagnostics.md).

# Collect ThyssenKrupp Elevator Service diagnostics

Collect ThyssenKrupp Elevator Service configuration, server, activity, and controller logs for investigation.

Collect these details before escalating a ThyssenKrupp HLI issue. Reproduce the issue before collecting logs where possible.

### Capture configuration details

1. Capture all tabs of the **ThyssenKrupp Elevator System** item properties.
2. Record the **Log Level** on the **Configuration** tab.
3. Record the Command Centre version and controller firmware version.

### Enable diagnostic logging

1. Set the `GeneralOn` registry value to `1`.
2. Set the `LogFileCount` registry value to `10`.
3. Set the Elevator System item's **Log Level** to **Trace** or **Debug**.

The registry path is `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Gallagher\Command Centre`.

Remove the debug settings after investigation. Set `GeneralOn` to `0` and restore the default log level.

### Collect server and activity logs

1. Enable **Trace On** in **CCFT Service Manager**.
2. Run **SupportLogTool** on the Gallagher server with elevated privileges.
3. Generate a Configuration Client Activity Report as a text file.
4. Use the period when the issue occurred or was reproduced.

### Collect controller logs

Use SupportLogTool or FTSupportTool to collect `FTSupportInfo.txt`. Capture the logs within one hour because busy controllers can overwrite them within 15 minutes.

For a test period, use repeated controller-log collection. Stop collection after testing, then compress the generated files before sending them to Technical Support.


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