When an undocumented issue occurs, log files are generally requested by Technical Support. Log files help reproduce the issue and find a way to resolve it.
Step 1. Download, save, and unzip the log gathering utility to your desktop.
- At the bottom of this page, click on LogGatherer.zip.
- On the file download dialog box, click the button labeled Save (please save this file to the desktop).
- Navigate to the file. Right-click on the file and choose Extract all.
- Click Next twice and then Finish.
Step 2. Enable trace log (Creates entries in the registry that allows additional logging).
- Open the LogGatherer folder that was extracted.
- In this folder, find the file labeled EnableTraceLogging.reg.
- Double-click this file.
- Click Run if prompted and then click Yes and OK.
- Restart the computer to ensure additional logging is enabled.
Step 3. Reproduce
Attempt to reproduce the issue. This will allow the software to provide more detailed logging and capture necessary data relating to the issue. When done, or if unable to reproduce the issue, please continue with the next step.
Step 4. Gather logs
- Open the LogGatherer folder that was previously extracted.
- Double click the file labeled LogGatherer.exe (If prompted, click Run).
NOTE: The Log Gatherer application will take several minutes to run. Please be patient during this process. There is not always a visual indicator that the application is running until it is complete. This is normal behavior.
- Once the LogGatherer.exe application has completed collecting logs, notification of completion is provided.
Important: After the log gatherer tool is run, it will produce a file labeled AuthGatheredReport.zip. To find this file Click Start, Run, (Search in Vista and 7) and type %temp% and click OK. The AuthGatheredReport.zip will be in this folder. Copy this file to your desktop.
Step 5. Submit log files
- Click here to open the Support page then Sign in with your email address and password.
- If you have an existing incident, select it. Skip to step 4 below.
- If you do not have an existing incident, create one by clicking the "Submit a Request" link and fill out the fields of the form.
- From the bottom of the page locate the Attachments section and select Add File. Locate the file AuthGatheredReport.zip (as stated in step 4.3 above).
- Once the file is attached, click the Submit or Add Reply button.
Step 6. Attaching dump files (if blue screen occurs)
- Submit dump files.
NOTE: The dump files are located in the C:\WINDOWS\ folder. If there is more than one dump file in the folder, you may need to check the properties of the file to make sure you have the correct date and time the dump was created.
Step 7. Turn off Trace logging
Trace logs continue to work once they are enabled and can grow quite large. It is very important to turn off trace logging so that unnecessary space isn't taken.
- Open the LogGatherer folder on the desktop and double-click on DisableTraceLogging.reg.
- Click Run if prompted, and then click Yes and OK.
- Reboot the computer. Logging is now turned off.
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