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Components
The Windows version of the Synergy Agent consists of multiple components. The components are communicating with each other via gRPC.
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Starting from agent version v4.5 the PlatformHub is deprecated. It is replaced by AgentEngine. |
Name
Path
AgentUI
Name | Role | |
|---|---|---|
AgentEngine | The backbone of the Agent. Runs in the context of the current user. | |
AgentEngine DotNetFrameworkBridge | Acts as a bridge between .NET 6 and .NET Framework. | |
AgentUI | The User Interface of the Agent. Runs constantly in the background (in the context of the current user). Icon in tray bar. | |
Auto-Update Service | A Windows Service responsible for running auto-update. Runs as a Service (system). | |
Platform Hub | The backbone of the Agent. Runs as a Windows Service (Local Service). | |
Classifier | Is started by AgentUI and acts as a bridge used by AgentUI to classify files (via explorer classification). | |
CLI | A lightweight .exe file used to execute CLI CLI | A lightweight .exe file used to execute CLI commands. |
Shell | An entry point for various commands. | |
Outlook Plugin | VSTO Plugin for Microsoft Outlook. | |
Excel Plugin | VSTO Plugin for Microsoft Excel. | |
PowerPoint Plugin | VSTO Plugin for Microsoft PowerPoint. | |
Word Plugin | VSTO Plugin for Microsoft Word. | |
Windows Shell Extension | A Shell Extensions used to add the right-click classification option in Windows Explorer. | |
Health Check Task | A Windows Scheduler Task for running health checks. |
Log and installation paths
Version 3.*
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Log and installation paths
Name | Path | |
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AgentEngine | %appdata%\GVClient.AgentEngine.Windows\Logs | |
AgentUI | %appdata%\GVClient.AgentUI\logs | |
Auto-Update Service | C:\Windows\SysWOW64\config\systemprofile\AppData\Roaming\GVClient.AutoUpdateService.Windows\LogsPlatform Hub | C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.PlatformHub.Windows\Logs |
Classifier | %appdata%\GVClient.Classifier.Windows\Logs | |
CLI | %appdata%\GVClient.CLI.Windows\Logs | |
Outlook Plugin | %appdata%\OutlookClassifier\Logs | |
Excel Plugin | %appdata%\ExcelClassifier\Logs | |
PowerPoint Plugin | %appdata%\GVClient.Powerpoint\Logs | |
Word Plugin | %appdata%\WordClassifier\Logs | |
Windows Shell Extension | Logging must be manually enabled.: sharpshell/docs/logging/logging.md at main · dwmkerr/sharpshell (github.com) | |
Health Check Task | C:\Windows\SysWOW64\config\systemprofile\AppData\Roaming\GVClient.Healtcheck.Windows\Logs | |
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Steps to generate logs for installation:https:/wiki/getvisibility.atlassian.net/wiki/x/agCgEgspaces/GS/pages/313491462
Logs structure overview
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12/06/2022 10:29:51.009 [ T4\AgentEdgeConnectivityManager.ManageConnection] [OfficeVersionNumber: 16.0.15726.20196, OfficeVersionName: O365BusinessRetail] [CpuCores: 1] [TotalMemory: 7.92GB] INFORMATION: Connection was aborted: System.AggregateException: One or more errors occurred. (No such host is known.)
---> System.Net.Http.HttpRequestException: No such host is known.
---> System.Net.Sockets.SocketException (11001): No such host is known.
at System.Net.Http.ConnectHelper.ConnectAsync(String host, Int32 port, CancellationToken cancellationToken)
--- End of inner exception stack trace ---
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12/06/2022 10:29:51.015 [ T4\AgentEdgeConnectivityManager.ManageConnection] [OfficeVersionNumber: 16.0.15726.20196, OfficeVersionName: O365BusinessRetail] [CpuCores: 1] [TotalMemory: 7.92GB] INFORMATION: Waiting 10s before trying to reconnect
12/06/2022 10:30:00.262 [ T12\ConfigurationProviderService.GetConfiguration] [OfficeVersionNumber: 16.0.15726.20196, OfficeVersionName: O365BusinessRetail] [CpuCores: 1] [TotalMemory: 7.92GB] WARNING: Configuration missed: PluginConfigurationEvent
...
12/06/2022 10:30:01.035 [ T8\AgentEdgeConnectivityManager.ManageConnection] [OfficeVersionNumber: 16.0.15726.20196, OfficeVersionName: O365BusinessRetail] [CpuCores: 1] [TotalMemory: 7.92GB] INFORMATION: Creating new channel to https://3.253.33.11-jirka:443
12/06/2022 10:30:01.035 [ T8\AgentEdgeConnectivityManager.ManageConnection] [OfficeVersionNumber: 16.0.15726.20196, OfficeVersionName: O365BusinessRetail] [CpuCores: 1] [TotalMemory: 7.92GB] INFORMATION: Keycloak token endpoint: https://3.253.33.11-jirka/auth/realms/gv/protocol/openid-connect/token, clientId: agent, userName: agent
12/06/2022 10:30:01.119 [ T8\AgentEdgeConnectivityManager.ManageConnection] [OfficeVersionNumber: 16.0.15726.20196, OfficeVersionName: O365BusinessRetail] [CpuCores: 1] [TotalMemory: 7.92GB] INFORMATION: Connection was aborted: System.AggregateException: One or more errors occurred. (No such host is known.)
^^^ "Component's name + component's action". ^^^ some metadata ^ log level ^ log message |
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Starting from version v.4.1 the agent will by default only log items marked as information or above, Debug entries will be ignored.
This results in much smaller log files
However, in certain scenarios it’s still preferrable to see all logs entries, those can be enabled via
Right click on AgentUI in Taskbar->Diagnostics->Set log level
Always check the version of the agent and check release notes for latest version to check if a similar issue wasn’t already fixed in a newer version.
Always note the timestamp when issues occur—this step is essential for accurately identifying problems within logs.
Begin by checking the logs of the affected component. For example, if an issue arises with Outlook, first examine the Outlook plugin logs.
The Platform Hub logs should be your second priority, as they are also vital for correctly diagnosing the issue.
Windows Event Viewer might also hold important log entries.
Avoid handling large log files. Instead, restart the application and attempt to replicate the issue immediately, ensuring the log file remains as small as possible.
Refresh the logs folder regularly to ensure you are reviewing the most recent logs.
When troubleshooting an issue (or capturing a clear log sequence) with a plugin—for instance, Outlook not inheriting classification from the original email upon replying in certain cases—it's easy for application logs to become cluttered and important entries to be overlooked. In such instances, consider stopping the service, clearing the logs, and then starting the service again. Open Outlook, perform one action, stop the service, save the log file, and restart the service. Then, open Outlook, execute a second action, stop the service, save the log file, and repeat as necessary. Although this approach is time-consuming, it allows for a precise record of all actions, enabling comparison between different procedures and understanding what occurred among all the components. For example, we were able to verify that, in one scenario, the Outlook plugin did not check the source message (document) for classification, thus failing to inherit it . (
).Jira Legacy server System Jira serverId 4c2c3dde-2a72-3896-996d-b57c594826cf key GS-1502
Utilize advanced editor tools like Notepad++ for log analysis.
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If you encounter these issues, please consult the pages:
c. HTTP 2.0 disabled
Some proxies are blocking HTTP 2.0 requests, resulting in error messages like below:
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6. Missing suggestions
Please consult https:/wiki/getvisibility.atlassian.net/wiki/x/I4BjKgspaces/GS/pages/380928010 for troubleshooting steps.
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To deploy agent artifacts correctly, please contact support team support@getvisibility.comrefer to the Artifact bundle deployment - Getvisibility - Confluence (atlassian.net) for comprehensive instructions.
For v3 agents, use:
https://{cluster}/updates/static/For v4 agents, access:
https://{cluster}/static-server/static/agent/stable/For beta versions of v4 agents, the correct URL is:
https://{cluster}/static-server/static/agent/beta/
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| Info |
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Always use the deployment script for mass deployments. The : office-classifier/win-deployment-script.bat at develop · GetVisibility/office-classifier (github.com) - the script will attempt to automatically cleanup any leftovers so the agent can properly be installed. Please contact support@getvisibility.com for script details. |
If none of the above step help, then it’s necessary to investigate the installer logs. The installer also logs all custom steps in Windows Event Viewer.
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A commonly reported bug is footers not appearing in PowerPoint in some or all slides. This is nearly always due to the custom settings for that file’s slide layouts. Slide layouts in ppt (Title Slide, Title and Content, Blank, etc) can be modified or added to by end users. One of these options is to disable footers for the slide layout. In this case, we assume it is deliberate from the user, and we respect this by not adding the GV footer. If you see this issue, please go to View → Slide Master and check the specific slide layout(s) to see if the footer is disabled, as shown in the screenshot below. If the footer shows as enabled here still (and you can’t appear to uncheck the box) then check the master slide layout as in the second screenshot.
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Points to Remember:
One Drive Sync: Please keep in mind we can't detect if the save is a legitimate one or caused by OneDrive. There's nothing exposed in Office API to check this. In fact MS recommends to disable auto-save for office applications. The options are either to disable the warnings or use default classification.
Agent is not using VBA - VSTO seems to be somehow referencing it under the hood. Link to MS issue: https://answers.microsoft.com/en-us/msoffice/forum/all/should-word-vsto-add-ins-be-able-to-run-with/45755190-fef1-45f2-93e0-de635426a521
It is recommended to you Office 365 subscription Plans only for Windows and Mac