How can I enable log files for troubleshooting?
General
As much as we would wish for you and ourselves a flawless software – no software is completely free of errors. timeSensor LEGAL 365 is no exception. Our team works with great care, but despite all efforts, errors cannot always be avoided.
In order to specifically identify and fix such errors, it is crucial that they are reproducible. For this reason, timeSensor LEGAL 365 logs the program flow at various points in so-called log files. These contain valuable clues and significantly support us in troubleshooting.
How do I document a malfunction?
The better a malfunction is documented, the greater the chances that it can be quickly analyzed and fixed. A careful and structured description helps us to respond efficiently and find the cause as quickly as possible. This is how you best document a malfunction:
- Enable log files
Pick from the menu File or File the window Support...
Note: on Windows, you will find the Support window in the menu on the right side of the horizontal function bar.
The following dialog opens: - Go to the page Logs and activate the three logs. The three green pixels indicate that the logs are now activated. Then close the dialog.
- Record the screen (with a suitable tool, or also with your mobile) and reproduce the malfunction. Note, if possible down to the second, the time when the problem occurred.
- Return to the Support dialog and deactivate the logs again.
- Then click on Send Log FilesNow the logs will be compressed and after a short time your email program will open with a new email, with the zipped log files already attached. Briefly describe the error and also attach your video. Send the email to hotline@timesensor.com.
If the button Send Log Files does not work because your system does not allow it, then click on Show Logs Folder, which will display the folder with the log files. Then compress this folder manually and send it with your error description and the video recording to the mentioned email address.
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