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.
Showing Hidden Folders
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:
- Select the Windows Start button
- In the search box on the taskbar, type folder, and then select File Explorer Options from the search results.
- Go to the View tab
- Under Advanced Settings, select Show hidden files, folders, and drives, and then select OK.
- 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).
- Type folder in the search box, then select Folder Optionsfrom the search results.
- Select the View tab.
- Under Advanced settings, select Show hidden files, folders, and drives, then select OK.
- Select the Start button, then select Control Panel > Appearance and Personalization.
- Select Folder Options, then select the Viewtab.
- Under Advanced settings, select Show hidden files, folders, and drives, then select OK.
Gathering Logs
The following sections will provide steps for gathering logs per each software or application.
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.
- Go to Tools and click on Options.
- Click on Logging, then set the logging level to Verbose from the drop-down menu.
- Press OK to return to the main screen of AccountLinx.
- Close AccountLinx and reopen it.
- Go through your process until you experience the issue.
- After you have reproduced the issue, close AccountLinx.
- Open My Computer/This PC and go to the C drive.
- 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
- Go to ExakTime.
- 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.
- Provide the zipped file as requested by the support specialist for us to review further.
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.
- Click on Logging, then set the logging level to Verbose from the drop-down menu.
- 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.
- 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 - Go to ExakTime.
- 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.
- Provide the zipped file as requested by the support specialist for us to review further.