If an end user experiences a technical problem with ETP Client and requires assistance, the user can run the diagnostic tool in ETP Client to generate a file with data. This file contains logs, system configuration data, history of DNS queries, and information about the network connection. An IT or ETP administrator provides this file to Akamai Support.
The diagnostic tool is available in the ETP Client advanced settings. This figure shows the diagnostic tool as it appears in the client software.
When an end user clicks Run, the diagnostic tool process starts. If the Troubleshooting Log menu is not already set to debug mode, Debug is selected for the duration of the operation. This mode is necessary to record detailed logs.
End users can use their computer or laptop while the diagnostic operation runs. This operation may take some time to complete.
Depending on the end user’s operating system, the diagnostic tool generates the data file in these locations:
- On Windows: %WinDir%\Logs\EtpClientDiagnostics
where %WinDir% is the Windows installation directory
- On Mac: /var/log/etpClientDiagnostic/
After the diagnostic process completes, this file is generated:
- On Windows: EtpClient_<customer_id>_<month>_<day>_<hour>_<minute>.zip
- On Mac: EtpClient_<customer_id>_<month>_<day>_<hour>_<minute>.tar
- <customer_id> is the ID number associated with your organization’s ETP account. In ETP, your organization’s identification number is shown on the ETP Client page.
- <month> and <day> is the month and day when the file was generated.
- <hour> and <minute> is the time when the file was generated based on a 24-hour clock.
End users securely provide the TAR or ZIP file to an ETP or an IT administrator who then forwards it to Akamai support.