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How to Troubleshoot PG Desktop Issues

How to Troubleshoot PG Desktop Issues

Owned by Christopher R. Perry
Last updated: Jun 21, 2024
2 min read

Problem

You are having issues with your installation of PG Desktop and need to identify the issue.

Solution

Enable logging within PG Desktop and provide the necessary files to PortalGuard Technical Support.

Enable Logging within PG Desktop and Generate Logging

Important Note: Logging within PG Desktop is enabled per client via the registry. You must edit the registry with admin privileges for changes to take effect.

  1. On the Client Machine, launch Regedit as an administrator.

  2. Navigate to the PGDesktop Registry settings:

    1. HKLM\SOFTWARE\PISTOLSTAR\PortalGuard

  3. Locate the ‘LogLevel’ key and set to a ‘decimal’ value of ‘200’:

  4. If the issue that you are experiencing is preventing authentication with a Domain Account, you may also wish to set the ‘LocalLogin’ key to a value of '1'.

    1. This will allow you to login to the machine with a local account to collect the logs after attempting login with a domain account.

  5. Log out of the machine and replicate the issue.

  6. Log into the machine and use File Explorer to navigate to the following folder:

    1. C:\Windows\Temp

  7. Locate and zip up the following files:

    1. PGCredProv.log

    2. PGDesktop.log

  8. Using File Explorer, navigate to the following folder:

    1. C:\Windows\System32

  9. Locate the ‘PGCredentialProvider.dll’ file.

  10. Right-click the file and select ‘Properties’.

  11. Navigate to the Details tab and take a screenshot.

Submitting a Technical Support Ticket for PG Desktop Troubleshooting

  1. Follow the steps outlined in the following KB to create a technical support.

    1. KB: https://bio-key.atlassian.net/servicedesk/customer/portal/1/article/284786797

  2. Within the ticket, summarize the issue that you are seeing as well as the steps to reproduce the issue.

    1. If an error appears during login, be sure to include either a screenshot (preferred) or a detailed description of the error and any text/error codes that appear alongside it.

  3. Include/attach the Log files collected in step #7 above along with the screenshot capture in step #11.

 

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