Category:Troubleshooting
Last Updated:2011-08-03
Forwarding the complete Sync log/data files:
The sync log files are key to troubleshooting most sync errors. Whenever requesting help from Tech Support, the connection's log file(s) should be sent to Support@dirwiz.com.
Log files are located in \UnitySync-v#\Connections\YourConnectionName\Logs
You will find up to three log files for each connection run: -Discovery, - Sim, - Sync. If available, all three logs should be sent to Support unless otherwise requested.
Zipped log file attachements are preferred. Any log over 2 meg must be zipped.
https upload of large files:
If you need to send very large data or log files, you may use our Log Upload page.
When the file has been successfully uploaded, send an email to Support@dirwiz.com. Identify the file uploaded by name and elaborate on the issue/problem the uploaded file is being provided to troubleshoot.
(This http upload replaces our old FTP upload process.)
Forwarding key log file segments:
If for some reason you are not permitted to send the complete log file, we can attempt to trouble shoot your problem by looking first at key portions of the log. Ppen the log file in an editor and copy the following sections into another file. Then forward the file containing the log file segments to Support@dirwiz.com
1) The entire top portion of the log, starting with line 1 through the line that reads "Beginning Synchronization"
2) Segments of the log that show the errors. Be sure to include about 10 lines preceding each error line.
3) The end of the log file from the line that reads "Run Summary" through the last line in the file.