When facing a technical problem, you can review ​ETP Client​ logs. End users can also run the diagnostic tool on a desktop device or report a problem to ​Akamai​ Support from the mobile client.

​ETP Client​ logs

Depending on the ​ETP Client​ configuration, logs are recorded on the user’s device.

The following log files are available for the desktop version of ​ETP Client​:

• Troubleshooting logs. Contains logs on the client. These logs are listed in the etp_Client.log and etp_Proxy.log files. For more information, see Troubleshooting logs.
• Access logs. Contains logs on all ​ETP Client​ traffic. Logs are organized in the etp_Proxy_Access.csv and etp_Client_Access.csv files. For more information, see Access logs.

These logs files are stored in a Log directory where your device saves log data:

• On Windows: C:\Windows\Logs\
• On Mac: /var/log/

You can use these files to troubleshoot ​ETP Client​. Administrator privileges are required to access and view these logs.

Troubleshooting logs

​ETP Client​ contains these logs that can be used for troubleshooting purposes:

• etp_Client.log. Contains logs on ​ETP Client​ transactions.
• etp_Proxy.log. If ​ETP Client​ is configured to forward all web traffic to ​SIA​ Proxy or to an on-premises proxy that directs traffic to ​SIA​ Proxy, additional logs for the client are available in this log file.

In the ​ETP Client​ advanced settings, end users can select the troubleshooting log type. This setting controls how detailed these logs are:

• Info only. Logs only basic service communication information.
• Verbose. Logs the health of the client and other more detailed information.
• Debug. Records the end user's DNS queries or requests. Also lists detailed trace logs to help IT administrators or ​Akamai​ identify the cause of an issue.

Access logs

​SIA​ access logs contain logs for all ​ETP Client​ traffic, including traffic of private browsing. These logs are formatted and easy to analyze.

Diagnostic tool on desktop client

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 ​SIA​ 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/

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These directories require administrator privileges. If the end user does not have this permission, then only the IT administrator can access the diagnostic folder.

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

where:

• <customer_id> is the ID number associated with your organization’s ​SIA​ account. In ​SIA​, 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 ​SIA​ or an IT administrator who then forwards it to ​Akamai​ support.

Report a problem on the mobile client

From the mobile client menu, users can select to report a problem to ​Akamai​ Support.

This option produces a log.zip that a user can send out. After selecting the Report a problem option, the user is prompted to select whether they want to report the issue through email or with another application on their device.

The email option automatically opens the user’s email app and creates an email template that is addressed to ​Akamai​ Support. The user can answer the questions that appear within the body of the email to provide more details on the issue they’re experiencing. A user can also select another app on their phone to forward the log.zip file to ​Akamai​ Support.