Dualog Link Services - Log Retrieval

INTRODUCTION

This article describes how to locate, retrieve, and forward Digital Platform logs and the following Dualog Link services to support@dualog.com for investigation and troubleshooting purposes.

1. Digital Platform
2. Dualog Drive
3. Dualog Protect
4. Dualog Endpoint Security
5. Dualog Fetch

1. DIGITAL PLATFORM

Logfiles can help to investigate general issues or incidents pertaining to the Digital platform, but not limited to the following: 

1. Failed to proceed with the registration procedure
2. Failed to receive version updates
3. Failed to obtain "online" status on apps.dualog.com

FAILED INSTALLATION/SETUP

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).

 LOGS RETRIEVAL

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).

2. DUALOG DRIVE

For general issues or incidents pertaining to Dualog Drive, do refer to the following sections:

FAILED INSTALLATION/SETUP

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 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).

3. DUALOG PROTECT

For general issues or incidents pertaining to Dualog Protect, do refer to the following sections:

FAILED INSTALLATION/SETUP

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).

LOGS RETRIEVAL

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 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).

4. DUALOG ENDPOINT SECURITY

For general issues or incidents pertaining to Dualog Endpoint Security, do refer to the following sections:

FAILED INSTALLATION/SETUP

1. On the machine installed with Dualog Endpoint Security, browse to

   [homefolder]\DualogEndpointSecurity 
   (Default folder is - C:\Dualog\DualogEndpointSecurity)

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).

LOGS RETRIEVAL

1. Retrieve the following latest Dualog Endpoint logs:

   C:\Dualog\DualogEndpointSecurity\EndpointSecurity.Client\logs

   • Apache logs

     C:\Dualog\DualogEndpointSecurity\EndpointSecurity.Client\apache\logs

   • ESET logs

     C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html

   •  

     C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\trace.txt

   • Complete ESET logs can be extracted using this tool: https://support.eset.com/en/kb3466-collect-logs-with-eset-log-collector-for-windows
2. Compress the selected log files with Winrar or 7zip.
3. 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).

5. DUALOG FETCH

For general issues or incidents pertaining to Dualog Fetch, do refer to the following sections:

FAILED INSTALLATION/SETUP

1. On the machine installed with Dualog Fetch, browse to

   [homefolder]\DualogFetch 
   (Default folder is - C:\Dualog\DualogFetch)

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).

LOGS RETRIEVAL

1. On the machine installed with Dualog Protect, browse to

   [homefolder]\DualogFetch\DualogFetch.Client\logs 
   (Default folder is - C:\dualog\DualogFetch\DualogFetch.Client\logs)

2. Select the Fetch-Client-XXXXX.log according to the approximate date range of the incident you wish to report.
3. Compress the selected log file up 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).