SYSTEM LEVEL (AppSight) FREQUENTLY ASKED QUESTIONS

Question 1
My support department uses applications to monitor software and troubleshoot problems on remote computers. What unique additional value does AppSight offer?

Answer:
The unique, core technology of the AppSight Black Box is based on the dynamic collection of run-time information. This enables us to "look" inside, and record the actual execution of an application(s) within a particular environment, and pinpoint the root cause of a software failure. Using the AppSight Black Box, you can quickly identify and locate the source of common problems, such as file sharing violations, DLL problems, invalid access permissions, corrupted or missing files, network problems, failed COM registration, registry problems, unexpected user behavior, etc.
Question 2
What does the AppSight Client Black Box record?
Answer:
The AppSight Client Black Box records application execution at the system level. File, registry, process, COM, networking, GUI and other operations are recorded at the time of execution, and synchronized with user interactions and desktop screen captures. The Black Box also records statically and dynamically loaded components, and provides system and environment configurations. This information is recorded during the application(s) run, and is compressed to the Black Box log file. Alternatively, the execution data can be viewed online with the AppSight Front End Console.
Question 3
Are any code or system modifications required in order for the AppSight Black Box to record my application?

Answer:
None. AppSight is an "out of box solution" which requires no preparations or modifications whatsoever.

Question 4
Can the Black Box record multiple instances of the same application?
Answer:
Yes, the execution of both multiple applications and multiple instances of the same application can be simultaneously recorded.
Question 5
I want to run the AppSight Black Box in the background continuously from the moment a user logs on, and to have it record all applications. Can this be done?
Answer:
Yes. Add the AppSight Black Box to your startup menu and have "Attach to all new processes" pre-selected in the options (Tools -> Options -> Advanced Tab).
Question 6
Can the AppSight Black Box silently sit on a machine, and automatically activate itself and record only specific application(s), when these are launched?
Answer:
Yes. Define which application(s) the AppSight Client Black Box should automatically record when launched by clicking on Tools -> Options, select the Advanced tab and click on 'Attach to all new processes'. In the "Include applications" box, list the names of the application(s) you wish to be recorded (separate names with a comma). With such a configuration, the Black Box will only record these specified applications, by automatically attaching to them when launched, and detaching when exited.
Question 7
Can AppSight trace an installation process?
Answer:
AppSight provides a very powerful and unique solution for understanding, supporting, and troubleshooting installation and uninstall routines. An installation usually comes as a compressed .exe file, which unpacks itself in a temp directory, and then starts the sequential execution of individual processes. As each executable runs for different lengths of time, and launches other executables, it can be very difficult to understand what is happening, and identify the root cause of failures. AppSight solves this problem: not only does it attach to and record a parent process, but it also automatically identifies, attaches to and records child processes launched by the parent executable. This ability is vital for recording installation procedures.
The AppSight Black Box also records system level interactions occurring at the time of installation (which is where most installation problems occur). Registry changes, file operations, environment operations, start/stop process, networking operations, etc. are all recorded, and failed operations are highlighted.
Note: In order to fully record all processes spawned by an installation, please ensure that you have selected in the Option Settings 'Automatic attach to process'; 'Automatic attach to child processes' if new process is created by CreateProcess; 'Attach to all new processes' if using various methods, for example COM to create new processes.

Question 8
What are the different methods that I can employ to launch and record an application using the AppSight Black Box?
Answer:
There are several ways you can launch and record application(s):
1. Specify a new application and launch it independently from AppSight. AppSight will automatically attach to the application and record its execution.
2. Launch and record a new application from within the Black Box.
3. Select an application to launch and record using the Run from Start Menu option in the Black Box. This option displays a menu similar to the Windows Start menu and is supported by the most recent releases of Windows 98 and 2000 (if it is not supported, the button is disabled).
4. Attach to and record a running application(s).
5. Record all new running applications (or only specific applications).
6. Drag and drop an application (.EXE) from Windows Explorer to the Black Box icon (or to the Application pane in the Black Box.)
7. Drag and drop a file from Windows Explorer to the Black Box icon (or to the Application pane in the Black Box)
Question 9
I don't want the Black Box to record as specified in the default settings, but I also don't want to depend on the end users to reconfigure the Black Box. Can I reconfigure the recording options on a remote computer?
Answer:
Yes. There is a small utility application called the Black Box Configuration Manager. This is an executable that can be run on a machine to modify the recording parameters of the Black Box. For further information on the Black Box Configuration Manager please contact MuTek support.
Question 10
How would you recommend that we streamline or optimize the Black Box for recording? Would it be a good idea to turn off the trace for GUI operations, for example, if I am not interested in them?
Answer:
You can optimize the trace by appropriately configuring the option settings. As you mentioned, you can choose not to record the visual log (Options, deselect 'Enable screen capture'). To minimize the performance impact of the Black Box, other available option settings are to merge mouse movements, and merge keyboard events. Please ensure that 'High precision capture' is not selected, as well as 'Timer events', and 'Time interval'. Do not select 'Attach to all new processes', unless you specifically want to record the execution of all applications running.
Question 11
I am recording the execution of Microsoft Word on Windows 2000. When I look at the AppSight (Black Box or Console) list of processes, it either shows Word as having exited or it is not listed at all. Does AppSight have a limitation recording Microsoft Word?
Answer:
No, AppSight is showing exactly what is happening. The reason for this behavior is that you have another application running that is using Microsoft Word at the same time (for example Outlook could be using Word as its default editor). A new process of Word is launched, but then exits as the process already loaded is used. AppSight therefore correctly regards this particular process as exited. This behavior will also occur with Windows Explorer. To get around this, attach to the original process and then launch the new instance.
Question 12
When I save a Black Box log file to a text file, what information is saved? Is the same information saved if I save to a *.bbl file?
Answer:
When saving to a text file, all the information currently viewed is saved. This includes the (filtered) trace log, the application list, system information, module information, environment, and crash information. For example, if you have only 'registry operations' chosen as an output filter, only these operations will be saved in the text file.
When saving to a Black Box log file (*.bbl file), all the information is saved - irrespective of whether your current view is filtered or not.
Question 13
Can the AppSight Console and Black Box be launched from Command Prompt?
Answer:
Yes, both the AppSight Console and Black Box can be run from command prompt with arguments (e.g., defining an application), but currently not keys (e.g., changing option settings). You can launch and record an application or record all applications from command prompt - but you cannot attach to an application when launched.
Question 14
As there only a few user interactions associated with my application, I do not require the visual log. Can the Black Box record an application's execution without the Visual Log?
Answer:
Yes. To disable the visual log in the AppSight Black Box select Tools-> Options, select the 'User Interface Log' tab and deselect "Enable screen capture'.
Question 15
I recorded an execution scenario with several applications, however only the last few minutes of the execution scenario were captured. How can I collect all the data
?
Answer:
By default, the Black Box records using a cyclical memory buffer (you can define the size of the buffer in the option settings). This buffer overwrites itself when filled, on a first in, first out basis (FIFO). However, you can configure the AppSight Client Black Box to automatically write the contents of the memory buffer into a file on the hard disk. With this configuration, the data will be appended to the same log file. This will naturally cause the file to continuously grow, however, using this option will enable you to replay the full execution scenario. To configure this, select Tools from the AppSight client Black Box Menu Bar, and then Options. Select the advanced Tab, where you will find the option to save full trace to log file.
Question16
When recording confidential information, can I protect the log file data?
Answer:
Yes. Black Box log files can be password-protected before a recording session. Select Tools-> Options from the AppSight Client Black Box Menu Bar. In the Advanced tab you will find an option to password-protect log files and to define the password. Note that
Question 17
Which applications and platforms are supported by AppSight?

Answer:
AppSight supports 32 bit application(s) running on Windows 95TM, Windows 98TM, Windows NTTM, and Windows 2000TM
(corrections involve the commas).

Question 18
Can AppSight record Java applications?

Answer:
Yes, AppSight can record Java applications, with some minor limitations. By not using Windows menus, AppSight will not detail user selections in the Trace Log, however the Visual Log will record this, and the support provider will be able to view the selected menus.
As each Java application is launched, another instance of the Java machine is launched. This means that after the first Java application is launched, each additional Java application traced will not be entered as a new application in the Application pane, but as an additional process. When tracing multiple Java applications simultaneously, it may not always be clear which event in the trace log correlates to which application. However, since the Visual Log is synchronized with the Trace Log, a support provider can use this to identify which application is running.