- INTRODUCTION
This article describes how to locate, retrieve, and forward Digital Platform logs to support@dualog.com for investigation and troubleshooting purposes.
- DIGITAL PLATFORM
Logfiles can help to investigate general issues or incidents pertaining to the Digital platform, but not limited to the following:
- Failed to proceed with the registration procedure
- Failed to receive version updates
- Failed to obtain "online" status on apps.dualog.com
Failed Installation/Setup of Dualog Digital Platform
- On the computer where the Dualog Digital Platform is installed, browse to [homefolder]\DualogDigitalPlatform (Default folder is C:\Dualog\DualogDigitalPlatform)
- Retrieve Setup_Log-XXXXX.txt (Example - Setup_Log-20200807223121.txt).
- Forward the attachment to support@dualog.com, along with a short summary of the issue or incident (providing additional screenshots would be ideal).
Dualog Digital Platform
- On the computer where the Dualog Digital Platform is installed, browse to [homefolder\DualogDigitalPlatform\DigitalPlatform.Client\logs (Default folder is C:\Dualog\DualogDigitalPlatform\DigitalPlatform.Client\logs).
- Select the DigitalPlatform-Client-XXXXX.log according to the approximate date range of the incident you wish to report.
- Compress the selected log file up with Winrar or 7zip.
- Attach the compressed file to an email message to support@dualog.com, along with a short summary of the issue or incident (providing additional screenshots would be ideal).
- DUALOG DRIVE
For general issues or incidents pertaining to Dualog Drive, do refer to the following sections:
Failed Installation/Setup of Dualog Drive
- On the computer where Dualog Drive is installed, browse to [homefolder]\DualogDrive (Default folder is C:\Dualog\DualogDrive).
- Retrieve and forward Setup_Log-XXXXX.txt (Example - Setup_Log-20200807223121.txt) to support@dualog.com, along with a short summary of the issue or incident (providing additional screenshots would be ideal).
Dualog Drive (Move)
- On the computer where Dualog Drive is installed, browse to [homefolder]\DualogDrive\DualogDrive.Move.Client\logs (Default folder is - C:\Dualog\DualogDrive\DualogDrive.Move.Client\logs).
- Select the Move-Client-XXXXX.log according to the approximate date range of the incident you wish to report.
- Compress the selected log file up with Winrar or 7zip.
- Attach the compressed file to an email message to support@dualog.com, along with a short summary of the issue or incident (providing additional screenshots would be ideal).
Dualog Drive (Sync)
- On the machine installed with Dualog Drive, browse to [homefolder]\DualogDrive\DualogDrive.Sync.Client\logs (Default folder is - C:\Dualog\DualogDrive\DualogDrive.Sync.Client\logs).
- Select the Sync-Client-XXXXX.log according to the approximate date range of the incident you wish to report.
- Compress the selected log file up with Winrar or 7zip.
- Attach the compressed file to an email message to support@dualog.com, along with a short summary of the issue or incident (providing additional screenshots would be ideal).
- DUALOG PROTECT
For general issues or incidents pertaining to Dualog Protect, do refer to the following sections:
Failed Installation/Setup of Dualog Protect
- On the machine installed with Dualog Protect, browse to [homefolder]\DualogProtect (Default folder is - C:\Dualog\DualogProtect)
- Retrieve and forward Setup_Log-XXXXX.txt (Example - Setup_Log-20200807223121.txt) to support@dualog.com, along with a short summary of the issue or incident (providing additional screenshots would be ideal).
Dualog Protect
- On the machine installed with Dualog Protect, browse to [homefolder]\DualogProtect\DualogProtect.Client\logs (Default folder is - C:\Dualog\DualogProtect\DualogProtect.Client\logs)
- Select the Protect-Client-XXXXX.log according to the approximate date range of the incident you wish to report.
- Compress the selected log file up with Winrar or 7zip.
- Attach the compressed file to an email message to support@dualog.com, along with a short summary of the issue or incident (providing additional screenshots would be ideal).
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