Trace Collection for Gateway Agent Related Bugs – TrioFox Support Team

Collect trace for agent installation issue
1. Enabling trace before the agent is installed
  1. Open Registry Editor
  2. Expand HKEY_LOCAL_MACHINE
  3. Expand SOFTWARE
  4. Right click SOFTWARE and select New > Key
  5. Rename the new key to VertexGraph
  6. Right click VertexGraph and select New > Key
  7. Rename the new key to GatewayAgent
  8. Left click on the GatewayAgent folder (key)
  9. Right click on an empty space and select “New” >“DWORD (32-bit) Value)
  10. Give it a name “TraceLevel”
  11. Double click on the text “TraceLevel” and give it a value of 4
  12. Open debugview and choose "Capture Global Win32"
  13. Then reproduce the issue
  14. After encounter the error, wait 10 seconds, then save the debugview log
2. Go to control panel > Uninstall a program, check if agent is there
3. Go to services, check what services start with “TriofoxAI”
If agent gets into bad state, e.g. “Gateway agent used to access the resource is not available”
1. Use windbg to attach to gateway agent to see if you can
thread info
2. Kill the Gateway agent process
3. Start the trace
4. Restart the gateway agent again
5. Collect trace if the restart fails
Enabling trace for Zero Trust service on the gateway agents
1. Add DWORD(32) TraceLevel=4 under "SOFTWARE\\VertexGraph\\ZeroTrustAgent”
The services that exist on the agent server
1. Open Task Manager
2. Click on the “Details” tab
3. There should be 3 processes here
1. GateayAgent.exe
2. KLMonitorSvc.exe
3. KLTunnelClient.exe