Packet captures are often required in order to diagnose or trouble shoot technical issues. Although the method to capture packets is slightly different between the Windows and Macintosh operating systems, the process to gather the required information is always the same. That process is as follows:

1. Start the packet capture process.
   
2. Duplicate the issue you are experiencing.
   
3. Stop the capture.
   
4. Send the capture file to support@gatherplace.com and include the issue you are experiencing along with the steps that you followed to re-create the issue that you are reporting.

Important: Unless otherwise directed by GatherPlace support, captures that do not include the issue you are experiencing or the steps to recreate it will not be evaluated or acknowledged.


For instructions on how to start a packet capture please see the section below for your appropriate operating system.

1. Click the green ? icon on the GP4 interface.
   
2. Click the Detect Packet Capture Driver button on the Support dialog that opened in the previous step.
   If you get a message that says to get more info/details, the driver isn't installed and you'll need click the Get more details link on the dialog to tell you how to install it.
   
   
3. Once you have the driver installed, click the Detect Packet Capture Driver button again, then click the Start Capture button.
   
   
4. After the capture is running, replicate the issue you are experiencing.
   
   
5. Stop the capture about 30 seconds after the issue you are experiencing has occurred by clicking the Stop Capture button and then click the Send Capture to Support Team button.
   
   
6. Once the capture is sent, send an email to support@gatherplace.com and include:
   
   • The problem you were experiencing with as much detail as possible*.
     
   • The email address for the account (paid/commercial accounts).
     - OR -
     
   • The 'My Display name' as set in the Account Setup tab of the Preferences (in the Tools menu) of GP4 (Teacher/Student accounts).
   
   
7. Once we are notified that you have sent the capture, we will have someone analyze it and let you know what we have found. Note: The analysis can take several business days or more to complete depending on the workload and what type of problem you were experiencing. We may also email you requesting additional information as needed to complete the analysis and find the cause of the issue. We will respond via email with any results we have found.

* The steps to re-create the issue, or a step by step process of what you were doing and what the results were at each step are the best details including the text of any error messages or screen shots when possible. Without this information it may be impossible to determine the cause of the issue from the capture file.

These instructions assume that the GP4 application is in the Applications folder on the Mac. If it is not, please move it there.

1. Quit GP4 from the gp4 menu if it is running.
   
   
2. Open a finder window, then open the applications folder, and then the utilities folder.
   
   
3. Double click the terminal application on the Mac
   
   
4. Type or copy/paste the following command (without quotes) "sudo /Applications/gp4.app/Contents/MacOS/gp4 ".
   
   
5. Enter the administrator password in the terminal when prompted.
   
   
6. Open GP4.
   
   
7. Click the green ? icon on the GP4 interface, then the Detect Packet Capture Driver button on the Support dialog that opened.
   
   
8. Click the Start Capture button and leave the Support dialog open.
   
   
9. Select Validate Account from the Tools menu of GP4 and check the Packets Captured field on the Support dialog to make sure the number of Packets Captured is more than zero. If the number of packets captured remains at zero, start at step one again.
   
   
10. After the capture is running and packets are being captured, replicate the issue you are experiencing. Stop the capture about 30 seconds after the issue you are experiencing has occurred by clicking the Stop Capture button on the Support dialog.
    
    
11. Find the capture file called gp4-xxxx-xxxx-xxxx.cap on the Mac. It is usually in the Users/Documents/gp4 directory.
    
    
12. Send the capture file to support@gatherplace.com and include the issue you are experiencing along with the steps that you followed to re-create the issue that you are reporting.
    Important: Unless otherwise directed by GatherPlace support, captures that do not include the issue you are experiencing or the steps to recreate it will not be evaluated or acknowledged.
    
    
13. Once we are notified that you have sent the capture, we will have someone analyze it and let you know what we have found. Note: The analysis can take several business days to complete depending on the workload and what type of problem you were experiencing. We may also email you requesting additional information as needed to complete the analysis and find the cause of the issue. We will respond via email with any results we have found.
    

1. Quit GP4 from the gp4 menu if it is running.
   
   
2. Open a terminal on the Mac and type or copy/paste the following command (without quotes): "sudo tcpdump -i en1 -w dump.cap -s 32768 -vv"
   Note: en1 is usually the wireless adapter, and en0 is the wired Ethernet.
   Please replace en1 with en0 in the above command if appropriate.
   
   * To see which version of TcpDump/Libcap is installed on the Mac, type "tcpdump -h" at the prompt.
   
   
3. Enter the administrator password when prompted in the terminal window.
   
   
4. Start GP4.
   
   
5. Replicate the issue you are experiencing.
   
   
6. Stop capturing the packets by typing C in the terminal window.
   
   
7. Find the capture file called dump.cap on the Mac (it is usually in the Home directory of the user. Typing "pwd" (no quotes) into the terminal will show the location that the file was to saved to as well).
   
   
8. Send the capture file to support@gatherworks.com and include the issue you are experiencing along with the steps that you followed to re-create the issue that you are reporting.
   Important: Unless otherwise directed by GatherPlace support, captures that do not include the issue you are experiencing or the steps to recreate it will not be evaluated or acknowledged.
   
   
9. Once we are notified that you have sent the capture, we will have someone analyze it and let you know what we have found. Note: The analysis can take several business days or more to complete depending on the workload and what type of problem you were experiencing. We may also email you requesting additional information as needed to complete the analysis and find the cause of the issue. We will respond via email with any results we have found.