Troubleshooting TAC Client Services (TAC-CS) components

This article is intended to help end user clients and admin collect information to send to Portsys Support for analysis.

The TAC-CS client is installed on the following location.

C:\Program Files (x86)\PortSys\TAC Client Services\

To troubleshoot issues that happen on your system, you may look for logs in following locations.

MircoSoft Event Viewer

The first place to look are the  Microsoft Event Viewer logs. TAC CS operational logs are logged under “PortSys TAC Client Services” in the “Applications and Service Logs” category of Event Viewer.

In addition, TAC uses Windows components for VPN and HttpTunnel applications. Portsys VPN and HttpTunnel logs are also found  under “PortSys TAC Client Services” in the “Applications and Service Logs” category of Event Viewer.

TAC-CS.log

TAC-CS.log file logs most of the generic events of the TAC client services operation. You may find information about issue that occurs for VPN, or access denies in this log.

The file location is “C:\Program Files (x86)\PortSys\TAC Client Services\TAC-CS.log”

HttpTunnel.log

HTTPTunnel.log file provides information about HTTP Tunnel on the client system. HTTP Tunnel is involved when RDP application access and client-server application publishing. You may look at this logs when you have issues with RDP application access or accessing client server application.

The file location is “C:\Program Files (x86)\PortSys\TAC Client Services\HttpTunnel.log”

Windows Firewall Logs.

Windows Firewall logs are helpful to diagnose any connection drops from client to server and vice versa. Windows Firewall logs can be found in “C:\Winodws\System32\LogFiles\Firewall\”

Advanced log collection

In special cases, PortSys technicians will request you to generate verbose logs from your system. To enable verbose log generation, you need to manualy edit the configuration file.

Important: Modifying the configuration file requires Administrative privilege and requires careful attention. Miss-modification may lead malfunction of the TAC-CS and application access.

To enable verbose logging for HttpTunnel.log

  • Go to TAC CS installation directory at C:\Program Files (x86)\ PortSys\TAC Client Services\
  • Create backup file of “PortSysTAC-CS.exe.config” file by copying it in to another location.
  • Stop “PortSys TAC Client Services” service from the Windows Services snap in.
  • Open “PortSysTAC-CS.exe.config” in notepad.
  • Locate following settings between <appSettings> tag and change it to the parameters shown in bold.

<appSettings>

 <add key="startupSequenceRetryIntervalInSeconds" value="10" />

    <add key="engineTypeId" value="PortSys.Tac.ClientServices.Core.Commands.Turbine, PortSys.Tac.ClientServices.Core.Commands" />

    <add key="tunnelDeepDebug" value="True" />

    <add key="tunnelTraceLevel" value="4" />

    <add key="tunnelFilterVerbose" value="True" />

    <add key="tunnelLogFile" value="HttpTunnel.log" />

    <add key="traceDebug" value="true" />

</appSettings>

  • Save the file.
  • Start the “PortSys TAC Client Services” Service.
  • Reproduce the error to write logs in the file.

You can find detailed logs in HttpTunnel.log file and analysis the log for possible causes.

Once log collection completed, revert the original file you backed up earlier to the original location. You may need to stop the Portsys TAC CS services to overwrite the file in to the installation directory.

To enable verbose logging for TAC-CS.log

  1. Go to TAC CS installation directory at “C:\Program Files (x86)\ PortSys\TAC Client Services\”
  2. Create backup file of “PortSysTAC-CS.exe.config” file by copying it in to another location.
  3. Stop “PortSys TAC Client Services” service from the Windows Services snap in.
  4. Open “PortSysTAC-CS.exe.config” in notepad.
  5. Replace the word “Warning” with “Verbose” in the file.
  6. Save the file.
  7. Start the “PortSys TAC Client Services” Service
  8. Reproduce the error to write logs in the file

You can find detailed logs in TAC-CS.log file and analysis the logs for possible causes.

Once log collection completed, revert the original file to the original location that you backed up earlier. You may need to stop the Portsys TAC CS services to overwrite the file in to the installation directory.

 When you encounter any issues, you would be requested to send these logs by PortSys Support team for further analysis.