ATM & ITM Banking Software Support

Logs to be provided
Summary

When you submit a Software Support Incident you will be requested to provide some standard logs which will be required
as part of the software investigation. The logs to be provided will vary depending which NCR product is exhibiting the
issue.

Activate Activate Enterprise

Advance NDC & NDC Enterprise Interactive Teller

Hard Disk Encryption Remote BIOS

Secure Base OS Hardening Solidcore

XFS Unified Agent

ATM Futura US Edge

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 ATM & ITM Banking Software Support
Logs to be provided — Activate
Page 1 of 1 for Activate
Summary

When you submit a Software Support Incident for the product Activate, You are requested to provide following logs which will
be required as part of the software investigation.

Please ensure that the logs and/or archives cover the time period where the issue was seen.

Logs Description

Trace archive(s) can be retrieved manually from an Activate machine through Supervisor mode/remote file transfers.

Note: It is recommended that the archive is pulled for the day previous, the day of the issue and if available the day after to ensure that the logs
Archive Manager Logs cover the issue occurrence depending on the time of archiving.

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 ATM & ITM Banking Software Support
Logs to be provided—Activate Enterprise
Page 1 of 1 for Activate Enterprise
Summary

When you submit a Software Support Incident for the product Activate Enterprise, You are requested to provide following logs
which will be required as part of the software investigation.

Logs Description

It is recommended that the archive is pulled for the day previous, the day of the issue and if available the day after to ensure that the logs cover
the issue occurrence depending on the time of archiving.

1.. To retrieve the trace archive(s) manually from an Activate Enterprise machine, enter Supervisor mode:

• Option 7: Diagnostics

• Option 2: Copy Trace Logs

- Option 1 : Currently Active Trace Logs

- Select 1 for Currently active trace logs on the Copy Trace Logs menu.
- Insert an USB drive.
- Press Enter to create the archive.

Archive Manager Logs - Option 2 : Specify Date

- Select 2 for Specify Date on the Copy Trace Logs to Disk menu.
- Insert an USB.
- Response: Select date to Export screen is displayed.

2. To retrieve the trace archive(s) via remote file transfer:

• Navigate to C:\archivedir on the impacted machine

• Retrieve archive zip files for the dates in question

Note: : Archive will be named in the following format: "ArchiveYYYYMMDDhhmmss.zip"

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 ATM & ITM Banking Software Support
Logs to be provided—Advance NDC & NDC Enterprise
Page 1 of 2 for Advance NDC & NDC Enterprise
Summary

When you submit a Software Support Incident for the product Advance NDC and NDC Enterprise, You are requested to provide
following logs which will be required as part of the software investigation.

Logs Windows 10 Windows 7

%programfiles(x86)%\NCR APTRA\Aggregate Installer\Activity.log %programfiles%\NCR APTRA\Aggregate Installer\Activity.log

Software Configuration %programfiles(x86)%\NCR APTRA\Advance NDC\Config %programfiles%\NCR APTRA\Advance NDC\Config

%programfiles(x86)%\NCR APTRA\Advance NDC\Data %programfiles%\NCR APTRA\Advance NDC\Data

Fetch from Supervisor Diagnostics Menu Fetch from Supervisor Diagnostics Menu

Hardware Configuration
System Application —> 8 - Self Service Configuration —> 1—Display Hard- System Application —> 8 - Self Service Configuration —> 1—Display Hardware
ware Details —> Save to Disk Details —> Save to Disk

Application, System, and Security Event logs Application, System, and Security Event logs
Windows Log
%SystemRoot%\System32\winevt\logs %SystemRoot%\System32\winevt\logs

%programdata%\NCR\APTRA\ %programdata%\NCR\APTRA\
Note: minidump files (*.dmp) can be omitted unless it is an unhandled exception issue Note: minidump files (*.dmp) can be omitted unless it is an unhandled exception issue
XFS Log
%programdata%\updd %programdata%\updd

%programfiles(x86)%\NCR APTRA\Advance NDC\Debug %programfiles%\NCR APTRA\Advance NDC\Debug

NDC Logs
(DEBUG, OOXFS, MESSAGEIN, MESSAGEOUT, STATEDATA,DM, (DEBUG, OOXFS, MESSAGEIN, MESSAGEOUT, STATEDATA,DM, EMVTRACE,
EMVTRACE, EMVDEBUG, EMVXFS, CONTACTLESSTRACE) EMVDEBUG, EMVXFS, CONTACTLESSTRACE)

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ATM & ITM Banking Software Support
Logs to be provided—Advance NDC & NDC Enterprise
Page 2 of 2 for Advance NDC & NDC Enterprise

Logs Windows 10 Windows 7

Advance NDC application default configuration runs the archive manager Advance NDC application default configuration runs the archive manager func-
functionality at 3:00AM and copies the collected archives at tionality at 3:00AM and copies the collected archives at
Archive Log
"C:\Program Files (x86)\NCR APTRA\Advance NDC\Data\Archives". "C:\Program Files\NCR APTRA\Advance NDC\Data\Archives".

This is only 8 days older. This is only 8 days older.

UEH logs - Required if the issue is related with exception UEH logs Required if the issue is related with exception
Exception Handling
Log
C:\ProgramData\NCR\APTRA\Logs\Exception Handling C:\ProgramData\NCR\APTRA\Logs\Exception Handling

Always ON PD — Enabled by default Always ON PD — Enabled by default

PD Logs
NDC Lite PD — For all the NDCe issues NDC Lite PD — For all the NDCe issues

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 ATM & ITM Banking Software Support
Logs to be provided—Hard Disk Encryption
Page 1 of 5 for Hard Disk Encryption
Summary

When you submit a Software Support Incident for the product Hard Disk Encryption, You are requested to provide following
logs which will be required as part of the software investigation.

Logs Description

%programfiles(x86)%\NCR APTRA\Aggregate Installer\Activity.log

Software Configuration

Hardware Configuration Run msinfo32.exe to collect all hardware details and export the details to text

Application, System, and Security Event logs

Windows Log
%SystemRoot%\System32\winevt\logs

Run "gathersupportfiles" or “collectClientSupportInfo” batch file that' is located at

WinMagic Logs
“C:\program files\Winmagic\SecureDoc-NT\Support\ to collect logs.”

Registry Export HKLM\Software\Winmagic\

Please ensure that the logs and/or archives cover the time period where the issue was seen.

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ATM & ITM Banking Software Support
Logs to be provided—Hard Disk Encryption
Page 2 of 5 for Hard Disk Encryption

Logs Description

• Manually add "DebugEnabled" = 5 (DWORD) in registry HKLM \Software\Winmagic\

• In the Winmagic\securedoc-nt\UserData and access the Securedoc.ini

HDE Client Failure Logs • Create DebugEnabled=5 right under [General]

• Recreate the issue

• Run "gathersupportfiles" or “collectClientSupportInfo” batch file that's in the C:\program files\Winmagic\SecureDoc-NT\Support\ to collect logs

Logs from the pre-boot environment should be collected for example when there has been an issue with encryption and there is no access to the drive. This
can be done using the steps below:

• Image of the Pre-boot screen.

• Press F10 during pre-boot to bring up the manual login screen. (This will stop the pre-boot environment from passing straight through to the OS, but it
will still authenticate with the server.)
Preboot Logs (Client)
• Press F7 to take the logs, or F3 to view connection status.

• Reboot the ATM/core afterwards, and upon the next reboot the pre-boot will continue to boot as normal.

• It is important to note that USB devices must be formatted as FAT32, NTFS is not compatible with pre-boot and so files cannot be written to or read
from.

To view the Logs:

• Login to SDConnex server

SDConnex Logs (Server)
• Open "SecureDoc Service Configuration" from the Start menu. (By default the SDConnex Service will be highlighted)

• From the right column click "View Eventlog" The event logs will then be presented.

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ATM & ITM Banking Software Support
Logs to be provided—Hard Disk Encryption
Page 3 of 5 for Hard Disk Encryption

Logs Description
Saving logs:

Click the X button on the top bar, this will save the logs and you will be given the location of them. (By default: "C:\Program Files\WinMagic\SDDB-
NT\Logs")

Exporting the logs:

SDConnex Logs (Server)

• Go to SecureDoc Enterprise Server

• Select "Collect Support Information"

The file will be zipped and stored to the default user account (for example: C:\Users\Administrator)

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ATM & ITM Banking Software Support
Logs to be provided—Hard Disk Encryption
Page 4 of 5 for Hard Disk Encryption

Logs Description

• Open SecureDoc Service's Configuration > SDConnex Service > Configure:

There are 2 types of logs which are mentioned below:

Select "Enable logging for Data Cache Layer" (if available) and
Select "Enable Detailed Trace to Folder".

• After enabling these logs, stop the service and start it again.

• Reproduce the issue and let logs collected in to process memory.

• Once this log gets to 250MB, it will start creating a new log file.

• Once the log is captured, stop the service

SDConnex Logs (Server) • These logs are saved under C:/ProgramFiles/WinMagic/SDDB-NT/Logs/SDConnexAppTrace.svclog

• Along with above mentioned log, it is advisable to get a copy of EventLog. It will help to narrow the timeframe as the date and time of the error will
reflect in Event logs.

• To Export the Event Logs: Click View Event Logs > Click Clear Log.

• A pop-up will appear which will tell about the location where the logs will be backed up.

• The logs will be saved with Service Name, Date and Time when the logs were created.

• It is important to disable these logs after completing the troubleshooting as these logs will keep growing otherwise and will consume large hard drive
space.

• Restart the SDConnex service.

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ATM & ITM Banking Software Support
Logs to be provided—Hard Disk Encryption
Page 5 of 5 for Hard Disk Encryption

Logs Description

• Open SecureDoc Service's Configuration > SDConnex Service > Configure:

• There are 2 types of logs which are mentioned below:

• Select "Enable logging for Data Cache Layer" (This will add more information to the logs based on the information which is saved to the Data Cache
Layer) - HDE 2.x onward, this tickbox is not available in HDE 1.0

• Select "Enable Detailed Trace to Folder".

SDWeb Logs

The Reproduce the issue with advanced trace logs enabled, and collect the logs

• Windows event logs (in case of IIS errors)

• Advanced trace logs

• SDConnex event log

For error 500 on the SDWeb console, also copied the data string and save to a text file

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 ATM & ITM Banking Software Support
Logs to be provided— Remote BIOS Management
Page 1 of 1 for Remote Bios Management
Summary

When you submit a Software Support Incident for the product Remote BIOS Management. You are requested to provide
follow-ing logs which will be required as part of the software investigation.

Logs Descriptions

%ProgrameFiles\NCR APTRA\Remote BIOS Update

Software Configuration
(BIOSFlash.log, QueryBootOrder.log, ChangeBootOrder.log, ChangePassword.log, QueryBIOSPasswordStatus.log, CaptureBIOSImage.log)

Hardware Configuration Run “msinfo32” and export the details to ext file.

Application, System, and Security Event logs

Windows Log
%SystemRoot%\System32\winevt\logs

UEH logs - Required if the issue is related with exception

Exception Handling Log
C:\ProgramData\NCR\APTRA\Logs\Exception Handling

Flash Registry keys: which gives last RBU product versions and Return codes.
Registry Export
HKLM\SOFTWARE\NCR\NCR Secure\RBU\Flash

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 ATM & ITM Banking Software Support
Logs to be provided— Secure Base OS Hardening
Page 1 of 2 for Secure Base OS Hardening
Summary

When you submit a Software Support Incident for the product Secure Base OS Hardening. You are requested to provide follow-
ing logs which will be required as part of the software investigation.

Logs Windows 10 Windows 7

%programfiles(x86)%\NCR APTRA\Aggregate Installer\Activity.log %programfiles%\NCR APTRA\Aggregate Installer\Activity.log

Software Configuration

Run msinfo32.exe to collect all hardware details and export the details to
Hardware Configuration Run msinfo32.exe to collect all hardware details and export the details to text
text

Application, System, and Security Event logs Application, System, and Security Event logs
Windows Log
%SystemRoot%\System32\winevt\logs %SystemRoot%\System32\winevt\logs

<installation dir>\Security Policies W10\Runtime Policy\ <installation dir>\Security Policies\Runtime Policy\

Security Templates (NCRFactorySettingsFileSystem.log, NCRFactorySettingsRegistry.log, (NCRFactorySettingsFileSystem.log, NCRFactorySettingsRegistry.log, NCRFac-

NCRFactorySettingsServices.log, NCRFactorySettingsUserRights.log, torySettingsServices.log, NCRFactorySettingsUserRights.log, NCRFactorySet-
NCRFactorySettingsGen.log, winevt.log) tingsGen.log, winevt.log)

Please ensure that the logs and/or archives cover the time period where the issue was seen.

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ATM & ITM Banking Software Support
Logs to be provided— Secure Base OS Hardening
Page 2 of 2 for Secure Base OS Hardening

Logs Windows 10 Windows 7

<installation dir>\Aggregate Installer\CompLogs\ <installation dir>\Aggregate Installer\CompLogs\

Component MSI Logs

(Security Keyboard Filter W10.log, Security Mouse Filter W10.log, Security (Security Keyboard Filter.log, Security Mouse Filter.log, Security Setup.log, Secu-
Setup W10.log, Security Policies W10.log ) rity Policies.log )

<installation dir>\Security Setup W10\ <installation dir>\Security Setup\

Unquoted Paths Logs
(servicepaths.log) (servicepaths.log)

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 ATM & ITM Banking Software Support
Logs to be provided— Solidcore
Page 1 of 2 for Solidcore
Summary

When you submit a Software Support Incident for the product Solidcore. You are requested to provide following logs which will
be required as part of the software investigation.

Logs Windows 10 Windows 7

%programfiles(x86)%\NCR APTRA\Aggregate Installer\Activity.log %programfiles%\NCR APTRA\Aggregate Installer\Activity.log

Software Configuration

Run msinfo32.exe to collect all hardware details and export the details to
Hardware Configuration Run msinfo32.exe to collect all hardware details and export the details to text
text

Application, System, and Security Event logs Application, System, and Security Event logs
Windows Log
%SystemRoot%\System32\winevt\logs %SystemRoot%\System32\winevt\logs

Solicore_config.txt Solicore_config.txt

Run the GatherConfig.bat in the <system_drive>\Program Files\NCR AP- Run the GatherConfig.bat in the <system_drive>\Program Files\NCR AP-
Solidcore Configuration
TRA\Solidcore for APTRA\ TRA\Solidcore for APTRA\

Log is generated in the current working directory Log is generated in the current working directory

Please ensure that the logs and/or archives cover the time period where the issue was seen.

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ATM & ITM Banking Software Support
Logs to be provided— Solidcore
Page 2 of 2 for Solidcore

Logs Windows 10/Windows 7

GatherInfo.zip
Solidcore Logs
Run the GatherInfo.bat in <system_drive>\Program Files\McAfee\Solidcore\Tools\Gatherinfo.bat

Go to the link below to follow the steps run the tool and collect the MER logs:
Minimum Entry Require-
ments (MER) https://support.mcafee.com/webcenter/portal/supportportal/pages_tools/toolsWebMER?_afrWindowId=null&_adf.ctrl-state=mjok

*Without the MER logs we cannot engage McAfee, any attempt to open an incident without these logs will be immediately closed on the McAfee side.

Note: To be collected both on SST/ePO server

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 ATM & ITM Banking Software Support
Logs to be provided—XFS
Page 1 of 1 for XFS
Summary

When you submit a Software Support Incident for the product XFS, you are requested to provide following logs which will be
re-quired as part of the software investigation.
Please ensure that the logs and/or archives cover the time period where the issue was seen.

Logs Windows 10 Windows 7

HKLM\SOFTWARE\WOW6432Node\XFS HKLM\SOFTWARE\XFS
HKLM\SOFTWARE\WOW6432Node\NCR HKLM\SOFTWARE\NCR
Registry Export
HKLM\SOFTWARE\NCR HKLM\SOFTWARE\Classes\WOSA/XFS_ROOT
HKLM\SOFTWARE\Classes\WOSA/XFS_ROOT

Application, System, and Security Event logs Application, System, and Security Event logs
Windows Log
%SystemRoot%\System32\winevt\logs %SystemRoot%\System32\winevt\logs

%programdata%\NCR\APTRA\ %programdata%\NCR\APTRA\
XFS Log Note: minidump files (*.dmp) can be omitted unless it is an unhandled exception issue Note: minidump files (*.dmp) can be omitted unless it is an unhandled exception issue
%programdata%\updd %programdata%\updd

System information Exported System Information to text file Exported System Information to text file

%programfiles(x86)%\NCR APTRA\Aggregate Installer\Activity.log %programfiles%\NCR APTRA\Aggregate Installer\Activity.log

Software configuration
%programfiles(x86)%\NCR APTRA\Aggregate Installer\CompDir %programfiles%\NCR APTRA\Aggregate Installer\CompDir

Optionally %programfiles(x86)%\NCR APTRA\ %programfiles%\NCR APTRA\

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 ATM & ITM Banking Software Support
Logs to be provided— Unified Agent
Page 1 of 2 for Unified Agent
Summary

When you submit a Software Support Incident for the product Unified Agent. You are requested to provide following logs which
will be required as part of the software investigation.
Please ensure that the logs and/or archives cover the time period where the issue was seen.

Logs Windows 10 Windows 7

Software Configuration %programfiles(x86)%\NCR APTRA\Aggregate Installer\Activity.log %programfiles%\NCR APTRA\Aggregate Installer\Activity.log

Run msinfo32.exe to collect all hardware details and export the details to
Hardware Configuration Run msinfo32.exe to collect all hardware details and export the details to text
text

Application, System, and Security Event logs Application, System, and Security Event logs
Windows Log
%SystemRoot%\System32\winevt\logs %SystemRoot%\System32\winevt\logs

HKLM\SOFTWARE\WOW6432Node\XFS
HKLM\SOFTWARE\XFS
HKLM\SOFTWARE\WOW6432Node\NCR
Registry Export HKLM\SOFTWARE\NCR
HKLM\SOFTWARE\NCR
HKLM\SOFTWARE\Classes\WOSA/XFS_ROOT
HKLM\SOFTWARE\Classes\WOSA/XFS_ROOT

%programfiles(x86)%\NCR APTRA\Unified Agent\WS\bin\Config %programfiles%\NCR APTRA\Unified Agent\WS\bin\Config

%programfiles(x86)%\NCR APTRA\Unified Agent\WS\bin\Logs %programfiles%\NCR APTRA\Unified Agent\WS\bin\Logs
Unified Agent
%programfiles(x86)%\NCR APTRA\Unified Agent\WS\bin\UAData %programfiles%\NCR APTRA\Unified Agent\WS\bin\UAData
%programfiles(x86)%\Common Files\NCR\Unified Agent\WS %programfiles%\Common Files\NCR\Unified Agent\WS

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ATM & ITM Banking Software Support
Logs to be provided— Unified Agent
Page 2 of 2 for Unified Agent

Logs Windows 10 Windows 7

%Program Files (x86)%\NCR APTRA\Software Distribution Agent %Program Files%\NCR APTRA\Software Distribution Agent Runtime\TPSD (
Runtime\TPSD (Full directory ) Full directory )

Software Distribution Should contain :- App_TPSD_Log.txt Should contain :- App_TPSD_Log.txt

App_TPSD_Config.xml App_TPSD_Config.xml
CommunicationChannel_Config.xml CommunicationChannel_Config.xml
CommunicationChannel_Log.txt CommunicationChannel_Log.txt

Latest SWD server logs: [ SWD server logs – .\SWD Files\SWD_Logs] Latest SWD server logs: [ SWD server logs – .\SWD Files\SWD_Logs]

VisionSWDCServerRemoteControlService.log VisionSWDCServerRemoteControlService.log
Server Log
VisionSWDWebSiteLog.log VisionSWDWebSiteLog.log
VisionSWDWebSiteLog-UserAuthentication.log VisionSWDWebSiteLog-UserAuthentication.log
VisionSWDWebSiteLog-UtilityWS.log VisionSWDWebSiteLog-UtilityWS.log

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 ATM & ITM Banking Software Support
Logs to be provided— US Edge
Page 1 of 2 for US Edge
Summary

When you submit a Software Support Incident for the product US Edge. You are requested to provide following logs which will
be required as part of the software investigation.

Logs Description

Trace archive(s) can be retrieved manually from an Edge machine through Supervisor mode/remote file transfers.

Note: It is recommended that the archive is pulled for the day previous, the day of the issue and if available the day after to ensure that the logs
Archive Logs cover the issue occurrence depending on the time of archiving..

Please ensure that the logs and/or archives cover the time period where the issue was seen.

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 ATM & ITM Banking Software Support
Logs to be provided— US Edge
Page 2 of 2 for US Edge
Summary

If Archives are unavailable, please provide the following logs.

Please ensure that the logs and/or archives cover the time period where the issue was seen.

Logs Edge 10 Edge 7

Application, System, and Security Event logs Application, System, and Security Event logs
Windows Log
%SystemRoot%\System32\winevt\logs %SystemRoot%\System32\winevt\logs

%programdata%\NCR\APTRA\ %programdFiles%\NCR\APTRA\

XFS Logs Note: minidump files (*.dmp) can be omitted unless it is an unhandled exception issue Note: minidump files (*.dmp) can be omitted unless it is an unhandled exception issue

%programdata%\updd %programdata%\updd

Install Log C:\install\logs\ C:\install\logs\

WebATM C:\WebATM\ C:\WebATM\

Passport C:\PassportATM\ *.log & *.xml C:\PassportATM\ *.log & *.xml

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 ATM & ITM Banking Software Support
Logs to be provided— Interactive Teller
Page 1 of 6 for Interactive Teller
Summary

This document provides information and step-by-step instructions on how to locate and collect Interactive Teller applications
log files. Each application has a separate log that might be needed in troubleshooting hardware or software issues.

Follow the proper sections for generating all of the required logs plus any additional files or information requested by the sup-

Logs Description
• On AIT Server, Navigate to the “Log” folder from where you installed the Interactive Teller Server
(Default Location : C:\Program Files (x86)\NCR\AIT Server\Log)
• Right click on the log files and choose ‘Send to > Compressed (zipped) folder’.
AIT Server Logs
(from Interactive Teller Server) • Name the zipped file “AIT Server.zip”
• Navigate to the “Configuration” folder from where you installed the Interactive Teller Server
(Default Location : C:\Program Files (x86)\NCR\AIT Server\Configuration)
• Provide copies of the “Configuration.xml” and “FeatureOverrides.xml” files

• On AIT Server, navigate to “ %SystemRoot%\System32\winevt\Logs”

• Select the following EVTX files
• Application
AIT Server Windows Event Logs
(from Interactive Teller Server) • Security
• System
• Right click on the log files above and choose ‘Send to > Compressed (zipped) folder’.
• Name the zipped file “AIT Server WinEvt.zip”

• On AIT Integration Server, Navigate to the “Log” folder from where you installed the AIT Integration Server
AIT Integration Server Logs (Default Location : C:\Program Files (x86)\NCR\AIT Integration Server\Log)
(from AIT Integration Server) • Right click on the log files and choose ‘Send to > Compressed (zipped) folder’.
• Name the zipped file “AIT Integration Server.zip”

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ATM & ITM Banking Software Support
Logs to be provided— Interactive Teller
Page 2 of 6 for Interactive Teller

Logs Description
• On AIT Integration Server, navigate to “ %SystemRoot%\System32\winevt\Logs”
• Select the following EVTX files
AIT Integration Server Windows Event • Application
Logs • Security
(from Interactive Teller Server) • System
• Right click on the log files above and choose ‘Send to > Compressed (zipped) folder’
• Name the zipped file “AIT Integration Server WinEvt.zip” and provide
• Log into Network Manager with appropriate rights (Global-Server-log-view)
• Click the Service Tab
• Under Service Tools Click “Machine Status”
ITM Machine • Click the branch where the machine is located
(through Network Manager) • Click the machine (note the machine must be Logged into the server)
• Click “Log” (located in the upper right-hand corner of window)
• Select “Save As” option to save the zipped log file to your preferred folder location.
• Name the zipped folder “ITM-Name.zip” and provide
• On the Settings tab, select Scheduler from the list in the left pane
• Select the Session Review Detail from the list
• Select the Update button
• Select the output option method (use ‘Generate Once’) and select OK to continue.
Session Review Detail
(through Network Manager) • Enter a Path (i.e. \\servername\C$\PassportATM\upload)
• Select the Test button to verify if the path is valid.
• Set the Start and End dates parameters from the top navigation bar
• Select Submit to run this task
• It will generate a file named “Session Review Detail — <date>-<time>.csv” and provide

• Log into Network Manager with appropriate rights (Global-Server-log-view)

• On the Financial Reports tab, select Session Review from the Reporting Tools list in the left pane.
Session Review • Select the ITM machine or Teller ID from the list under Global Review to filter the search results
(through Network Manager) • Set the Start and End dates parameters from the top navigation bar.
• Select View Reports.
• Select one of the Individual Session IDs in the summary report to open and review the detail section

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ATM & ITM Banking Software Support
Logs to be provided— Interactive Teller
Page 3 of 6 for Interactive Teller

Logs Description
• Log on to the Teller Workstation
• Navigate to the “Log” folder from where you installed the Teller Application
Teller Applications - TellerNow! logs:
(from Teller Workstation) C:\users\username\AppData\Local\NCR\TellerNow\Log
- TellerEnterprise logs:
C:\users\username\AppData\Local\NCR\TellerEnterprise\Log
• Name the zipped folder “Teller — <username>.zip” and provide

• Log on to the Teller Workstation

• Navigate to the “Log” folder from where you installed the Teller Application
Teller Vidyo - Vidyo logs:
(from Teller Workstation) C:\users\username\AppData\Local\NCR\Teller***\Log
• Right-click on the Teller and Vidyo log files, then choose ‘Send to > Compressed (zipped) folder’.
• Name the zipped folder “TellerVidyo — <username>.zip” and provide.

• Log on to the Teller Workstation

• Navigate to “ %SystemRoot%\System32\winevt\Logs”
• Select the following EVTX files
Teller Windows Event • Application
(from Teller Workstation) • Security
• System
• Right click on the log files above and choose ‘Send to > Compressed (zipped) folder’
• Name the zipped file “TellerWinEvt — <username>.zip” and provide.

• Log on to the Interactive Teller Server (this is the actual server)

• Navigate to the “Log” folder from where you installed the AIT Network Manager
Network Manager Logs
(Default Location: C:\Program Files (x86)\NCR\AIT Network Manager\Log <default location>)
(from Interactive Teller Server)
• Right click on the log files and choose ‘Send to > Compressed (zipped) folder’.
• Name the zipped folder “Network Manger.zip” and provide

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ATM & ITM Banking Software Support
Logs to be provided— Interactive Teller
Page 4 of 6 for Interactive Teller

Logs Description
• Log on to the Interactive Teller Server (this is the actual server)
• Navigate to the location where you installed the BIS folder
• C:\Program Files (x86)\NCR\”Location of BIS Publish Folder”\Log <default location>
BIS Server: Teller Enterprise • Name the zipped folder BIS Logs.zip
(from Interactive Server) • Provide BIS trace logs for a particular day.
“BisTrace.txt” or “BisTrace.txtYYYYMMDD.txt”.
* Only applicable if you are using BIS
• Provide BIS Setup configuration xml files such as:
“BranchConfig.xml”, “CoreConfig_.xml”, “HoldOption.xml”, “ProductConfig.xml”, “ProductConfigBanker.xml”, etc.
• Provide BIS message logs (also called Apex logs) if applicable for a particular day.
“InputTrace.log” and “OutputTrace.log”
• Log on to the Interactive Teller Server (this is the actual server)
ESS (Interactive Banker) • Navigate to the “Logs” folder from where you installed Apache Tomcat - may vary per customer
(from Interactive Server) (Default Location: C:\Program Files\Apache Software Foundation\Tomcat 8.x\Logs)
* Only applicable if you are using Inter- • Right click on the interactivebankerdebug.log files for a particular day and choose ‘Send to > Compressed (zipped) folder’.
active Banker • Name the zipped file
• Provide the BIS Logs.zip (required by Engineering for investigation).

• Log in with the superuser credentials.

• Navigate to the Settings tab.
• Expand the Maintenance folder on the left
• lick on System Logs on the left.
• Click on Download VidyoPortal Logs.
• A prompt will pop up asking if you want to setup a password, do not set a password. Click Export and download the file.

Vidyo Portal logs

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ATM & ITM Banking Software Support
Logs to be provided— Interactive Teller
Page 5 of 6 for Interactive Teller

Logs Description
• Expand the Maintenance folder on the left
• Click on CDR Access.
• Place a check in the CDR Collection box
• Click Save

Vidyo Portal - CDR

(Call Details Records)

• Select ‘All Tenants’

• Select a Date Range
• Click Export
• Save the CDRexport.xlsx

Vidyo Portal - Export CDR

(Call Details Records)

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ATM & ITM Banking Software Support
Logs to be provided— Interactive Teller
Page 6 of 6 for Interactive Teller

Logs Description
• Select the ‘Components’ tab
• Provide a screen shot

Vidyo Portal - Components

• Log in to the VidyoRouter using the admin credentials.

• Click on the Download Logs tab
• Select the desired dates.
• Click on the Download button on the bottom.
• Provide a screenshot
Vidyo Router

• Log in to the VidyoReplay or VidyoReplays if a cluster exist, using the super credentials.
• Click on Settings on the top right.
• Navigate to the Maintenance tab on the top right.
• Click on Logs
• Click on the Download Logs button.

Vidyo Replay

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 ATM & ITM Banking Software Support
Logs to be provided— ATM Futura
Page 1 of 3 for ATM Futura
Summary

The ATMfutura specification defines several types of log files. Each type of log file represent a zip container.

Defined log file types:

• TRACE - ATMfutura specific application traces

• JOURNAL - ATMfutura journal

• DEVICE - dependent on hardware vendor related traces

• INSTALL - dependent on hardware vendor related traces about installation and software updates

• ALL - containing all from above

On a daily basis, logs are collected for each log type and become available for remote download or to save onto USB drive by
operator. Generally, the “ALL” containers are available for 80 days at ATM. The single log type containers span 10-15 days.

All collected data is PCI compliant.

The configuration of files collected and log type assignment is defined/implemented within the ATMfutura application. Files
not collected via container must be accessed on a needs basis by customer engineer via the protected filesystem .

Please ensure that the logs and/or archives cover the time period where the issue was seen.

The following table shows where specific log files are usually located within the standard containers.

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ATM & ITM Banking Software Support
Logs to be provided— ATM Futura
Page 2 of 3 for ATM Futura

Logs Content/Sample ZIP container / location

• Application event log in evtx format
TRACE
Windows Log • System event log in evtx format
• tc_data\logfiles\temporary\dumpel\
• Security event log in evtx format
directory listening’s from ...
TRACE
File system listening • C:\Program Files (x86)\NCR APTRA
• tc_data\logfiles\
• C:\ProgramData\NCR

• HKEY_CLASSES_ROOT\WOSA/XFS_ROOT
• HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\NCR
TRACE
Registry Export’s • HKEY_LOCAL_MACHINE\SOFTWARE\XFS
• tc_data\trace\TcOutput\
• HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\XFS
• HKEY_USERS\.Default\XFS

• IpConfig TRACE
System data like network,
• HardwareInventory • tc_data\trace\
USB, IP-configuration
• SystemInfo • tc_data\trace\TcOutput\

• Solidcore.log DEVICE
Solidcore
• s3diag.log • ProgramData\McAfee\Solidcore\Logs\

• Activity.log INSTALL

Software configuration • Program Files (x86)\NCR APTRA\Aggregate Installer\CompLogs\

• [root]
included in xfscomp.zip
• tc_data\logfiles\OsPatches\
• OSPatches.csv

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ATM & ITM Banking Software Support
Logs to be provided— ATM Futura
Page 3 of 3 for ATM Futura

Logs Content/Sample ZIP container / location

DEVICE
• Device.log, Comms.log, Servicing.log, Software.log, SohHistory.log, Tally.log
NCR common • ProgramData\NCR\APTRA\Logs\SSS Runtime Core\
• UEH, Exception Handling, Dumps
• ProgramData\NCR\APTRA\Exception Handling\

• USB Media Dispenser, USB Media Dispenser2, DEVICE

Device logs • PcGBRU, BillValidator export • ProgramData\NCR\APTRA\....

• USBSkimmingProtectionSolution • tc_data\logfiles_backup_temp\ [backups MDM/PcGBRU

Device logs • CPK TRACE

DEVICE
XFS Log • xfstrace.log
• tc_data\xfs\

TRACE
EMV • EMV-Trace.log
• EMVLog\

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