You are here:
< Back

If you have installed the NetSupport DNA Local (Server) Gateway and Remote (Agent) Gateway to allow remote DNA Agent machines to connect to the DNA Server, you may wish to view the activity of the Local and Remote Gateways to troubleshoot connectivity issues. There is an inbuilt diagnostic logging system that can be applied (using a registry entry) to the machine.

The DNA Local Gateway and Remote Gateway run as a service on the machine which they are installed. The connections between the DNA Agent machines, Remote Gateways and Local Gateway are handled in the background by the respective services.

All DNA traffic is processed in the background, which can make it difficult to confirm if the services are running correctly and if the connections from the DNA Agent machines are working as expected. The diagnostic log will show the current activity across the DNA Gateway.

Enable the diagnostic log on the DNA Local Gateway

  1. Run regedit.
  2. Navigate to the following registry location:
    32bit HKEY_LOCAL_MACHINE\SOFTWARE\NetSupport Ltd\NetSupport DNA\logging
    64bit HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\NetSupport Ltd\NetSupport DNA\logging
  3. Right click in the right-hand pane and select NewDWORD Value.
  4. Enter GatewayS as the name and press Enter.
  5. Double click the GatewayS entry, set the Value data field to 1 and click OK.
  6. Run services.msc and restart the “NetSupport DNA Gateway Server” service.

The DNA Local Gateway connection and real-time activity will now be logged in the DNA Client Gateway GatewayS.log file located in:

32bit C:\Program Files\NetSupport\NetSupport DNA\Gateway
64bit C:\Program Files (x86)\NetSupport\ NetSupport DNA\Gateway

Enable the diagnostic log on the DNA Remote Gateway

  1. Run regedit.
  2. Navigate to the following registry location:
    32bit HKEY_LOCAL_MACHINE\SOFTWARE\NetSupport Ltd\NetSupport DNA\logging
    64bit HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\NetSupport Ltd\NetSupport DNA\logging
  3. Right click in the right-hand pane and select NewDWORD Value.
  4. Enter GatewayC as the name and press Enter.
  5. Double click the GatewayC entry, set the Value data field to 1 and click OK.
  6. Run services.msc and restart the “NetSupport DNA Gateway Agent” service.

The DNA Agent connection and real-time activity will now be logged in the DNA Client Gateway GatewayC.log file located in:

32bit C:\Program Files\NetSupport\NetSupport DNA\Gateway
64bit C:\Program Files (x86)\NetSupport\ NetSupport DNA\Gateway

This article is advising you to modify the registry, and you do so at your own risk. Serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow the steps carefully. For added protection, back up the registry before you modify it.

Was this article helpful?
5 out of 5 stars
5 Stars 100%
4 Stars 0%
3 Stars 0%
2 Stars 0%
1 Stars 0%
How can we improve this article?
Need help?