HOW TO: Add Debug Level Logging to Symantec Encryption Desktop (previously PGP Desktop) for Windows

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Article ID: 180838

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Issue/Introduction

This article describes how to setup debug logging for SED on Windows 7 and above for both 32 and 64-bit versions. Enabling debug logging can assist in troubleshooting any issues with SED.

Resolution

Use the following steps to enable debug logging:

  1. With PGP Desktop/Encryption Desktop installed launch Registry Editor
    Click Start and type regedit in the Start Search field, and then right-click the regedit result in the Programs list and Run as Administrator
  2. Browse to the HKEY_CURRENT_USER\Software\PGP Corporation\Universal path
    (If it does not exist, right-click the "PGP Corporation" path and select New > Key and type "Universal")
  3. Right-click the Universal folder and select New > Key and type Debug for name the key.
  4. Enter the following values in the Debug folder.
  5. Right-click the right pane and click New > DWORD (32-Bit) Value. Name it "LoggingLevel"
  6. Right-click LoggingLevel and select Modify. Type 0003FFFF for the Value data and click OK
  7. Right-click the right pane and click New > DWORD (32-Bit) Value. Name it "DebugLogging"
  8. Right-click DebugLogging and select Modify. Type 00000001 for the Value data and click OK
  9. Right-click the right pane and click New > DWORD (32-Bit) Value. Name it "PassthruMode"
  10. Right-click PassthruMode and select Modify. Type 00000000 for the Value data and click OK
  11. Right-click the right pane and click New > String Value. Name it ReDirectExe and do not assign any Value
  12. Close Registry Editor
  13. Stop PGP services by clicking the PGP Tray icon and selecting Exit PGP Services and then click Yes. Restart the PGP services by clicking Start > All Programs > Startup > PGPtray.exe.

The Registry Editor should look like this after adding the appropriate resources:

 

Verify debugging is enabled

There are several ways to verify that debug logging is taking place.

Click the PGP Tray icon and the menu will now include Debug Logging Options.

 

 

Next verify that logging is taking place at the debug level by using the following steps.

  1. Leave Debug Logging Options in the default state of On after enabling the logging.
  2. Click the PGP Tray icon and then select View PGP Log.
  3. Set the View level to verbose. You should see some log records at the debug level.

How to Use

If there are problems and you want a copy of the logs you can go to the tray, click on the PGP icon and the click to View PGP Log. Then you can save the log files which will include the debug level information.

If there was a crash, you may need to obtain the log file(s) from "%appdata%\Roaming\PGP Corporation\PGP\PGPlog*.txt". The "%appdata%\Roaming\PGP Corporation\PGP\PGPlog*.txt" may not show that the debug level of logging is taking place but it is nevertheless. The main indication that the debug level is being used is in the log visible from the tray.

Disable debug logging:

  1. Right-click on the PGP Tray icon > Debug Logging Options and then disable Override User-specific Logging Level.
  2. Stop PGP Services by clicking on the PGP Tray icon and then select Exit PGP Services.
  3. Restart the PGP Services by clicking on Start > Programs > Startup > PGPtray.exe.

Please be aware:

  • Debug logging is configured per user, not per computer.
  • The user needs administrator permissions to add content to the registry.
  • Certain sensitive information will be written to the log in debug mode. Symantec handles your data with care but you may want to remove confidential information before sending the logs to anyone.
  • If you are using SMTP/POP3/IMAP the log will contain usernames/passwords and raw emails as they pass through the proxy. MAPI and Lotus Notes protocols are not affected.
  • The log may contain private key information.

PGP Logs

The logs, including at the debug level, are written to the following location: "%appdata%\Roaming\PGP Corporation\PGP\PGPlog*.txt"

 

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