How to collect logs when Cayosoft Admin console can not be opened

Summary: This article contains step-by-step instruction on how to collect logs when Cayosoft Admin console cannot be opened.

Applies to: Cayosoft Administrator 6.0.0 and later

ID: KB20190717-1

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Step-by-step instruction

To troubleshoot cases when Cayosoft Admin console cannot be opened, additional logging details are required on service start:

1. Before collecting the logs:
   1. If the Cayosoft Administrator Service is configured to run under a specific Active Directory service account, make sure that the password specified for this account is correct.
   2. Check Windows Event Log for errors.

2.  Stop Cayosoft Administrator Service

3. Open PowerShell console as Administrator

4. Run this command in PowerShell console:

   Set-ItemProperty -Path "HKLM:\SOFTWARE\Cayo\ComponentLogs\Cayo Software | Admin Assistant" -Name "Debug" -Value 1

5. Start Cayosoft Administrator Service and wait for 5 minutes.

6. Go to folder: C:\ProgramData\Cayo Software\AdminAssistant\Logs

7. Open a support case and send as all created log files as .zip archive.

8. If the compressed folder is too large to be sent through your e-mail system, Cayosoft Support team will provide an online upload location.