Question:
How do I record and provide DocuWare logs to the Support?
How do I record and provide DocuWare logs to the Support?
Answer:
It is important to provide DocuWare with useful logs to ensure faster processing of the support request. We ask you to attach these logs already when creating a support case. Refer to KBA-35696, where the corresponding logs for the modules can be found. If you do not know what is needed here, please ask the responsible support technician who is handling your case.
It is important to provide DocuWare with useful logs to ensure faster processing of the support request. We ask you to attach these logs already when creating a support case. Refer to KBA-35696, where the corresponding logs for the modules can be found. If you do not know what is needed here, please ask the responsible support technician who is handling your case.
- Please open the correct log path in Windows Explorer. You have to copy this path into the address bar and press Enter.
%ProgramData%\DocuWare\Logs
- Create a new folder with a right click (the name can be chosen freely, for example “Old Logs”) and move all the existing Logs in this folder via Drag and Drop.
- Reproduce the error in DocuWare that is to be analyzed.
- Navigate to the corresponding log directory again. Newly created logs should now be found here.
- Upload the new logs via the support portal or send them by e-mail. It may be easier to compress the logs. You can do this by placing the logs in a folder and right-clicking --> “Send to” --> “Compressed (zipped) folder.
KBA is applicable to both Cloud and On-premise Organizations