Using the FSLogix support tool to troubleshoot FSLogix Issues RRS feed

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  • Using the FSLogix support tool to troubleshoot FSLogix Issues

      The FSLogix Support tool gathers logs and configuration information that helps support agents troubleshoot FSLogix issues.


    Installation Instructions:

    1. On the machine in question, download the support tool from
      (It is also possible to download the tool using a different computer and move the tool on flashdrive or other media).
    1. It may be required to unzip the file, but if the computer allows, the application will run from inside the zip
    2. A screen will display with "instructions" click anywhere within the display to continue.


    Running the Support Tool:

    1. Note: this is not usually necessary now (after 01 July 2019 as all logs are on by default; but if there are issues and this key and set the value). Check to make sure your logging is turned on in HKLM\SOFTWARE\FSLogix\Logging  LoggingEnabled=2.  
    1. Then log in and run a short test so the logs capture as much information as possible.
    1. Run the FSLogix Support Tool.
    2. Fill in the company name (we use this to separate the information from others).  
    1. Select "Gather Rule files", and "Gather Dump Files".
    2. Click "Gather FSLogix Content" (*** Please note: this will take several minutes***)
    3. Once complete, please locate the resulting zip file from C:\ProgramData\FSLogix\Support and attach it to your support ticket.
    4. NOTE: to gather FSLogix files from more than one server with a single run of the tool, please see the reply/update/comment at the end of this question.

    Changing the FSLogix logging output location/permissions to troubleshoot FSLogix issues

    The default location to store FSLogix logs can be modified in the system registry.

    This document will explain how to configure a network share with the proper permission levels, and configure FSLogix to deposit it's logs into this share location



     The default location for FSLogix logging is:


    The registry location that holds the log storage location is: 



    In the registry add a new REG_SZ value name LogDir and set the value to the network location. \\computername\share\%computername% is recommended.

    Note: FSLogix will not append numerous computers logs to the same file, therefore the directory for each computer needs to be different.

    The %computername% directory in this example will be created if it does not exist. Note: If there are spaces in the path (directories or folders) use quote marks as appropriate.

    UNC locations are usable as long as access is allowed to the location. The logs are written by the FSLogix service and this runs in the context of the computer. So the share must allow access to the computer account/object.

    Note: The access must be granted at both the share and the NTFS permissions level as shown in the screenshots below.

    Typically the group Domain Computers is added to give access, but it could be an individual computer as appropriate. Note: The share permissions are only visible on the computer/server where the share exists.

    The items highlighted are the ones to pay most attention to. The permissions need to have read/write or modify. Or, to be sure there are no issues, have a single share for the logs and give the computers (or "domain computers") Full Control.

    Previously, the service needed to be stopped and started for this change to take effect, but that is no longer the case.

    Just in case the changes don't take effect immediately, the commands below will stop and start the service:

    sc stop frxsvc

    sc start frxsvc

    Please also see:

    Monday, June 24, 2019 11:10 PM

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  • Details:

    Update 26 May 2017: The tool has been extended to gather the FSLogix log files from multiple machines in one pass. It does not run/gather the full Support Tool output from the remote machines but that is generally not necessary. The full output is only gathered on the machine the tool is run on. It connects to the c:\programdata\fslogix\logs directory on the specified machines.  But if it is not able to connect or gather the logs for a listed machine, it will log that the machine was skipped and continue to the next listed machine.

    1. To have this new feature work, create a file named servers.txt in the same directory where the tool is run from.
    2. The file needs to have the name(s) of the remote machines (where the logs should be gathered from) listed one per line.
    3. The Support Tool will try to connect and gather the log files. But if it is not able to connect or gather the logs for a listed machine, it will log that the machine was skipped and continue to the next listed machine.

    Possible issues with connecting to the other machines and gathering their logs file would be:

    1. Permissions. If the account used to run the Support Tool does not have rights to the other machines or folders.
    2. The C$ share on the other machines has been locked down or removed.

    Friday, August 9, 2019 10:22 PM