nSign Desktop Troubleshooting Ticket Submission Guide
Enabling Debug Mode Logging
Upon encountering an error, this step is to be done to log more details encountered by the end-user to aid with the troubleshooting process.
1. Go to the Path: C:\Program Files\Netrust\nSign\config\log4j2.xml (or the alternate location where nSign Desktop is installed)
2. Open the file 'log4j2.xml', and you will arrive this screen.
Locate the word, INFO and change it to DEBUG (highlighted in yellow).
Such that it looks like this,
3. Save and restart nSign Desktop
Replicating the error with enhanced logging
1. Locate your System Tray icon and click on it. right-click nSign Desktop and click on 'Close nSign'
2. Start nSign Desktop again, and attempt to replicate the error(s) encountered.
3. Upon successfully encountering the error, proceed to the Path: C:\Program Files\Netrust\nSign\logs (or the alternate location where nSign Desktop is installed)
Retrieving the Certificates for debugging purposes
1. Locate the Safenet Authentication Client
2. Upon starting the application, you should see your Token's information
3. Click on the cog wheel highlighted
4. Click on the 'User certificates' tab and double-click on any certificates highlighted in the white-box.
5. Double click on any of the certificate to bring up the certificate information screen
6. Click on the 'Details' tab and 'Copy to File'
7. Repeat this for the rest of the certificates
Submit the Zipped contents (certificates and log files) and forward them to support@netrust.net
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