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Table of Contents
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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.

Note

Starting from agent version v4.5 the PlatformHub is deprecated. It is replaced by AgentEngine.

Name

Path

AgentUI

%appdata%\GVClient.AgentUI\logs

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.*

Platform Hub (deprecated from v4.5)

The backbone of the Agent. Runs as a Windows Service (Local Service).

Classifier (deprecated from v4.5)

Is started by AgentUI and acts as a bridge used by AgentUI to classify files (via explorer classification).

Log and installation paths

Name

Path

AgentEngine

%appdata%\GVClient.AgentEngine.Windows\Logs

AgentUI

%appdata%\GVClient.AgentUI\logs

Auto-Update Service

C:\Windows\SysWOW64\config\systemprofile\AppData\Roaming\GVClient.AutoUpdateService.Windows\Logs

Platform 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

Platform Hub (deprecated from v4.5)

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.PlatformHub.Windows\Logs

Classifier (deprecated from v4.5)

%appdata%\GVClient.Classifier.Windows\Logs

Steps to generate logs for installation:https:/wiki/getvisibility.atlassian.net/wiki/x/agCgEgspaces/GS/pages/313491462

Logs structure overview

Code Block
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 ---
   .
   .
   .
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

...

  • 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
      image-20240226-101928.png

  • 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
      serverSystem Jira
      serverId4c2c3dde-2a72-3896-996d-b57c594826cf
      keyGS-1502
      ).

  • Utilize advanced editor tools like Notepad++ for log analysis.

...

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:

...

6. Missing suggestions

Please consult https:/wiki/getvisibility.atlassian.net/wiki/x/I4BjKgspaces/GS/pages/380928010 for troubleshooting steps.

...

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/

...

Info

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.

...

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.

...

Points to Remember:

Information for AV Scans

Paths to Exclude for AV scans to avoid slowness during installation are as below:

Please be sure that the Getvisibility application is excluded from the below:

  • Real Time Scans

  • Scheduled Scans

  • Manual Scans

Paths and executables to be excluded:

  • C:\Program Files (x86)\GVClient\

  • C:\Program Files (x86)\GVClient\\PlatformHub\GVClient.PlatformHub.Windows.exe

  • C:\Program Files (x86)\GVClient\\AgentEngine\GVClient.AgentEngine.Windows.exe

  • C:\Program Files (x86)\GVClient\\GVClient.AutoUpdateService.Windows.exe

  • C:\Program Files (x86)\GVClient\\GVClient.Classifier.Windows.exe

  • C:\Program Files (x86)\GVClient\\AgentUI\GVClient.AgentUI.exe

  • C:\Program Files (x86)\GVClient\\PlatformHub\Proxy\grpcwebproxy.exe

Add the below list to the Trusted Applications

  • C:\Program Files (x86)\GVClient\

  • C:\Program Files (x86)\GVClient\\PlatformHub\GVClient.PlatformHub.Windows.exe

  • C:\Program Files (x86)\GVClient\\AgentEngine\GVClient.AgentEngine.Windows.exe

  • C:\Program Files (x86)\GVClient\\GVClient.AutoUpdateService.Windows.exe

  • C:\Program Files (x86)\GVClient\\GVClient.Classifier.Windows.exe

  • C:\Program Files (x86)\GVClient\\AgentUI\GVClient.AgentUI.exe

  • C:\Program Files (x86)\GVClient\\PlatformHub\Proxy\grpcwebproxy.exe