Digital Platform - Log Retrieval

  • 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

  1. On the computer where the Dualog Digital Platform is installed, browse to [homefolder]\DualogDigitalPlatform (Default folder is C:\Dualog\DualogDigitalPlatform)
  2. Retrieve Setup_Log-XXXXX.txt (Example - Setup_Log-20200807223121.txt).
  3. 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

  1. 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).
  2. Select the DigitalPlatform-Client-XXXXX.log according to the approximate date range of the incident you wish to report.
  3. Compress the selected log file up with Winrar or 7zip.
  4. 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

  1. On the computer where Dualog Drive is installed, browse to [homefolder]\DualogDrive (Default folder is C:\Dualog\DualogDrive).
  2. 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)

  1. 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).
  2. Select the Move-Client-XXXXX.log according to the approximate date range of the incident you wish to report.
  3. Compress the selected log file up with Winrar or 7zip.
  4. 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)

  1. 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).
  2. Select the Sync-Client-XXXXX.log according to the approximate date range of the incident you wish to report.
  3. Compress the selected log file up with Winrar or 7zip.
  4. 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

  1. On the machine installed with Dualog Protect, browse to [homefolder]\DualogProtect (Default folder is - C:\Dualog\DualogProtect)
  2. 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

  1. On the machine installed with Dualog Protect, browse to [homefolder]\DualogProtect\DualogProtect.Client\logs (Default folder is - C:\Dualog\DualogProtect\DualogProtect.Client\logs)
  2. Select the Protect-Client-XXXXX.log according to the approximate date range of the incident you wish to report.
  3. Compress the selected log file up with Winrar or 7zip.
  4. 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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