DTInfo Documentation

NSI Software has developed a utility that collects configuration data for use when reporting problems to Technical Support. The utility is called DTInfo.exe. Starting with Double-Take 4.1, this executable is copied into the Double-Take folder during installation. If the file is not there, it is also available online at http://www.nsisoftware.com/_download/dtinfo.exe. When an issue arises, NSI Software Technical Support may request that this utility be run. This will gather many of the files needed to diagnose your issue. In most situations, this will need to be run on each of the affected systems.

Specifically the utility gathers the following:

Double-Take log files (*.dtl)
Double-Take *.sts files (DoubletakeDir\*.sts)
Double-Take RepSetRules (DoubletakeDir\*.db)
System and Application Event Logs
IP configuration
Ping results from DNS server, WINS server, localhost, gateway
HKEY_LOCAL_MACHINE\System\CurrentControlSet
HKEY_LOCAL_MACHINE\Software\
Windows NT 4.0 Diagnostics or Windows 2000 System Information report
DTCheck log file (provides file version info for all double-take files)
Dr. Watson Log
Summary of the memory.dmp file, if one exists

Once the information is gathered, the utility will compress the information into a single zip file in the Double-Take folder. After the zip file is generated, attach the zip file to the initial confirmation email sent from NSI Software regarding your case. If you do not reply to that one, please make sure that the subject line reads Case XXXXX (replace XXXXX with your 5-digit case number). If any other format is used, delays will occur in processing your information.

Our Technical Support site (support.nsisoftware.com) may be used to check the status of your open cases. A username and password are required to access this site. After entering the site, there are many options including updating your personal contact information, managing your organization's serial numbers and service contracts, as well as monitoring the progress on open issues. In addition, an option exists for searching all published resolutions. Resolutions are the solutions to previous issues reported to NSI, stored in a searchable format in our knowledgebase. The resolution database is being continually updated and we recommend using it as your first resource for answering questions.