W-Systems joins SugarCRM! Read Blog

Sending wMobile Logs if Port 25 is Blocked

by Fred Block on April 13, 2017

3 minute read

Nothing in our world is perfect. In a perfect world, we would not need to take security measures to protect ourselves from the onslaught of hackers, cyber pirates, or whatever you refer to them as. That said, we sometimes need to deal with issues related to blocked ports on our networks and computers that hinder us from getting our work done. A case in point: Your ability to successfully send wMobile's wDiagnostics logs to us at W-Systems Support.

The wMobile Diagnostics Tool is designed to assist wMobile administrators, support teams, and developers by identifying configuration problems and logging errors and other information crucial to aid in troubleshooting. This tool also has the capability to "Send" (via email) a diagnostic report and associated wMobile log files to W-Systems Support for review when needed.

Typically, these files are sent by a system administrator having access to the wMobile server where the wMobile wDiagnostics tool resides. However, if for some reason, there is a problem sending the wDiagnostics logs using the built-in method (simply a "Send" button seen above), we do have a workaround to help you get us those valuable logs.

When Things Go Wrong

More times than I can count, the #1 problem causing logs from being sent successfully is when port 25 is being blocked for one reason or another. The following screenshot contains a message like one you might receive when the "Send" button fails to get the logs sent:

Please note that port 25 being blocked might not be the "only" cause for a failure to send the logs. Regardless of the reason for the failure, we have a workaround for you...

Sending wDiagnostics Logs Manually

When the Send command is unsuccessful, the diagnostic report and logs are compressed into a file that can be sent to us manually via email to support@w-systems.com. If wMobile was installed to the default folders during installation, the file will be found in one of the following folders:

C:\Program Files\W-Systems\wDiag\reports

- or -

C:\Program Files (x86)\W-Systems\wDiag\reports

The file name is logs.zip:

After the email is sent to us with the logs.zip file attached, we can get busy with them.

It happens now and then! Something stops you from being able to click "Send" to get the wDiagnostics logs to us. Hopefully, this blog article helps us all in getting the logs to us and easing the trouble that occasionally occurs when security gets in the way.