How to Generate and Gather Logs For Troubleshooting

Only follow the instructions listed below when instructed to by ExakTime Product Support staff.

In the event of encountering an issue when using our software offerings such as AccountLinx, SyncLinx, or ExakTime Mobile, it will be necessary to gather additional logging information for us to review and help determine the root issue. This guide covers how to generate these useful logs and where to get them so you can provide them to us.

Logs generated by AccountLinx and SyncLinx are saved to a system folder typically hidden by default. Make sure Windows is set to show hidden files and folders before proceeding to gather logs. Here's how to display hidden files and folders based on the operating system:

Windows 10

  1. Select the Windows Start button
  2. In the search box on the taskbar, type folder, and then select File Explorer Options from the search results.
  3. Go to the View tab
  4. Under Advanced Settings, select Show hidden files, folders, and drives, and then select OK.

    Folder_Options.gif

Windows 8.1

  1. Swipe in from the right edge of the screen, then select Search(or if you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and then select Search).
  2. Type folder in the search box, then select Folder Optionsfrom the search results.
  3. Select the View tab.
  4. Under Advanced settings, select Show hidden files, folders, and drives, then select OK.

Windows 7

  1. Select the Start button, then select Control Panel > Appearance and Personalization.
  2. Select Folder Options, then select the Viewtab.
  3. Under Advanced settings, select Show hidden files, folders, and drives, then select OK.

The following sections will provide steps for gathering logs per each software or application.

AccountLinx

By default, AccountLinx will generate logs for any issue encountered but does not log information leading up to the issue for performance reasons. To help find the root cause of any issue, you will need to enable an option in AccountLinx to log more detailed information. Please keep in mind that by logging additional data for troubleshooting purposes, the overall performance of AccountLinx may be affected.

  1. Go to Tools and click on Options.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__ALX__-_Options.png

  2. Click on Logging, then set the logging level to Verbose from the drop-down menu.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__ALX_-_Logging.png

  3. Press OK to return to the main screen of AccountLinx.
  4. Close AccountLinx and reopen it.
  5. Go through your process until you experience the issue.
  6. After you have reproduced the issue, close AccountLinx.
  7. Open My Computer/This PC and go to the C drive.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__Logs_-_My_Computer_-_1.png

  8. Go to ProgramData. If you do not see the folder, you will have to go to the folder directly by entering the following into the navigation bar the top. 
    C:\ProgramData

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__Logs_-_Program_Data.png

  9. Go to ExakTime.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__Logs_-_ExakTime.png

  10. Right-click the folder labeled "Logs", go to Send To, and click on Compressed (zipped) folder. This will bundle up all the necessary logs into a single file for easier distribution. You can adjust the name of the zip file for easier recognition.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__Logs_-_Zip.png

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__Logs_-_Zipped_Logs.png

  11. Provide the zipped file as requested by the support specialist for us to review further.
SyncLinx

By default, SyncLinx will generate logs for any issues encountered but does not log information leading up to the issue for performance reasons. To help find the root cause of any issue, you will need to enable an option in SyncLinx to log more detailed information. Please keep in mind that by logging additional data for troubleshooting purposes, the overall performance of AccountLinx may be affected.

  • Go to Tools and click on Options.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__SLX_-_Options.png

  • Click on Logging, then set the logging level to Verbose from the drop-down menu.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__SLX_-_Verbose.png

  • Press Save to return to the main screen of SyncLinx.
  • Close SyncLinx and reopen it.
  • Go through your process until you experience the issue.
  • After you have reproduced the issue, close SyncLinx.
  • Open My Computer/This PC and go to the C drive.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__Logs_-_My_Computer_-_1.png

  • Go to ProgramData. If you do not see the folder, you will have to go to the folder directly by entering the following into the navigation bar the top. 
    C:\ProgramData

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__Logs_-_Program_Data.png

  • Go to ExakTime.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__Logs_-_ExakTime.png

  • Right-click the folder labeled "Logs", go to Send To, and click on Compressed (zipped) folder. This will bundle up all the necessary logs into a single file for easier distribution. You can adjust the name of the zip file for easier recognition.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__Logs_-_Zip.png

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__Logs_-_Zipped_Logs.png

  • Provide the zipped file as requested by the support specialist for us to review further.
ExakTime Mobile

ExakTime Mobile keeps a log of a majority of interactions and errors from the past 14 days.

To send us these logs, you will:

  • Press the three lines in the top left to open the Menu and press Help.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__iOS_-_Send_Logs_-_Press_Menu.png

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__iOS_-_Send_Logs_-_Help.png

  • At the bottom of the Help screen:
    • Note the Device/Install ID.
    • Press Support.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__iOS_-_Send_Logs_-_Device_ID.png

  • Press 11121 at the number pad.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__iOS_-_Send_Logs_-_Support.png

  • After a moment, the logs will be sent and you will receive a case number. Note the case number.

    How_to_Generate_and_Gather_Logs_For_Troubleshooting__360034835173__iOS_-_Send_Logs_-_Case_Number.png

  • Provide the Device ID and case number to the support specialist currently in talks with you.
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