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During implementations at our customers I’ve quite often come across the question how the customer helpdesk / Duet team could troubleshoot most efficiently and successfully a Duet client issue.

I thought I might share the recommended approach with you in this blog. This is the first part of a series and will focus on logging / tracing tools available on client side. The second blog will focus on the server side.   

So, how can you narrow down an issue?   

1.  First of all there might be issues during installation already. If so, check the error / warning / info messages provided by the Duet installer. They are typically displayed directly to the user.  

2. If the Duet client has already been installed, then please note the messages given by the Duet Utility in the task bar. These are “balloon” info messages, which might indicate an issue.

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If there are no balloon messages, click on the Duet Utility to verify whether there is another message: 

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3. If the issue still cannot be tracked, then open up a command prompt and enter “eventvwr”. This will open the Windows Event Viewer. Go to Applications and check entries in there and see if they can help you for the analysis.

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4. If still not having found the root cause, please start the Client Support Tool and run the client checks. They will also come back with hints how to resolve an issue, if existing. Follow up with the hints. To start the tool you have to launch it with option „-g”.

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5. If still not having found the cause, use the Client Support Tool (always use the latest version) to go to the logs folder and check the logs there. Also, you might want to take advantage of the Duet Log Viewer, which is shipped with Duet 1.5 SP3. You can find it at Tools\Log Viewer.  

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Alternatively you can find the actual client log files at %temp%. The files are called OUTLOOK.Duet.log and Microsoft.OBA.SystemTray.Duet.log.

Client log information can also be available on the Duet server side, for which a local installation of Duet Central Diagnostics is required on each client. 

Stay tuned as I will show you in my next blog how you can continue troubleshooting on the server side if the issue has not been found and resolved yet. 

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