Collecting Logs from Student Devices

Collecting Logs from Student Devices

Overview

To assist in troubleshooting, LanSchool Support may require you to enable logging on your LanSchool.

While every attempt is made to prevent errors, with any type of software it is possible to get an error or bug. On the Windows Operating System, those errors can result in crashes, faults and error messages. At LanSchool, those types of errors are given the highest priority.

Alert
The ability to read and write the Windows Registry is required. It is recommended to contact your local IT Support to setup logging.

Enabling Logging on Windows Student Device

  1. Run regedit.exe on your computer
  2. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\LanSchool for 64bit.  HKEY_LOCAL_MACHINE\SOFTWARE\LanSchool for 32bit.
  3. Click Edit>>New>>DWORD (32-bit) Value
  4. Name the value DebugTrace
  5. Double click on the word DebugTrace and set the value to 1 (hexidecimal).
  6. Restart the student device.
  7. Reproduce the problem.
  8. Once reproduced, open CMD prompt as Administrator.
  9. Type “C:\Windows\Temp”
  10. Locate LskTrace.txt
  11. Email the file and a brief description of how you reproduced the problem to Lenovo Software Support at support@lanschool.com

Enabling a Logged Windows Installation for LanSchool Student Application

If you are experiencing issues installing the LanSchool Student application, performing a logged installation will help determine where the issue is occurring during installation.
  1. Copy the student.msi to the local hard drive.
  2. Run the Command Prompt as Administrator.
  3. Navigate to the directory where the teacher.msi is copied. 
  4. Run the following command: msiexec.exe /i student.msi /L*V Log.txt
  5. Follow the installation prompts.
  6. At the end of the installation click on the option Show the Windows Installer Log.
  7. Save the log and email it to Lenovo Software Support at support@lanschool.com

Creating a Memory Dump on Windows Student Device

If the LanSchool Student Application is crashing, you may see a dialog box appear that looks like this.



However, it is possible no message is displayed and the application icon will only vanish from the Desktop or System Tray.
The following steps will show you how to configure the Windows Student device to generate a memory dump file. This large data file will contain a "snapshot" of the LanSchool Student Application at the moment of the error.
  1. Run regedit.exe on your computer
  2. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\LanSchool for 64bit.  HKEY_LOCAL_MACHINE\SOFTWARE\LanSchool for 32bit.
  3. Click Edit>>New>>String Value.
  4. The string name should be MiniDump
  5. In the MiniDump string value type in a path where the logged-in user will have sufficient rights to create a new file. In the following example, "C:\Users\dddogget\AppData\Local\Temp" was chosen. 
    Notes
    NOTE: You must specify an existing folder, LanSchool will NOT create a new folder for this file.
  6. After the value path has been created, reboot the machine.
  7. LanSchool will notify you when an error has occurred.
  8. After the error occurs, browse to the path created in the registry key. Locate the file lsk*.dmp. 
  9. "Zip" up the file and email it to Lenovo Software Support at support@lanschool.com
Notes
NOTE: If the file is too large to send in an email, please upload it to https://upload.lenovosoftware.com/ the submit a ticket to Lenovo Software Support letting them know the file name that was uploaded.

Enable Logging on Student Mac Devices

  1. Open the LanSchool Classic zip folder that was downloaded.
  2. Go to Mac>Utilities.
  3. Click on the LoggingUtility.zip
  4. Once the LoggingUtility opens, click on the icon.
  5. Click Open.
  6. Click on Enable Logging to start logging.
  7. Reproduce the issue.
  8. Click on Disable Logging to turn off the logging.
  9. Click on Gather Logs to gather the logs.
  10. Email the zipped log folder to LanSchool Classic Support at support@lanschool.com
We apologize for any inconvenience that this error has caused you and appreciate your patience. With this additional information, we hope to quickly isolate and fix the error.

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