Log files and support

It´s easy to collect log files and request support if you have any trouble with our Design Tool Client in your design software. When you Contact Help Center for support we will now collect all relevant log files that support will need to assist you with your issues.

Goto "Help" and then "Contact Help Center".

 

 

Select when the relevant issues have occurred either today, 3, 5 or 7 days ago and it will zip all those files for you.

 

 

Describe your issue in the support ticket and add the zipped log files to the attachments downloaded to your computer at the bottom of the ticket.

 

Client log settings

Most often in the event of errors, with regard to the Interaxo BIM Data client in your design software, we wish to receive these files in the support case.

When communication with support, Zip the files and email / send /attach to requested address.

Most often we want all the logs that are created and below we describe how to find these. 1-Warnings, Errors and Info logs, 2-Current file log and 3-Debug files.

 

How to?

 Under Settings in the add-in goto Client Settings

 

 

Debug files

The debug files are created after synchronizing after you put the Interaxo BIM Data client in Debug mode.

Goto Log level and choose Debug

 

 

When you put the Interaxo BIM Data client in Debug mode, a folder is also created on the desktop with Debug files. The folder is named BIMEYE30.

Most often in the event of errors and communication with support, we wish to see these files. Zip the files and email / send to the requested address.

 

Where to find Warnings, Errors and Info logs?

Where to find the result of the logs:

Click on map icon in Client Settings or goto

C:\Users\[username]\AppData\Local\Temp\BIMEYE30

 

Current file log?

Where to find Current file logs:

Click on the magnifying glass and copy and paste it in eg a mail or support thread.

 

 

Where to find Debug files?

On desktop in folder BIMEYE30. Where to find the result of the logs for Debug:

C:\Users\[username]\Desktop\BIMEYE30