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Forwarding UnitySync Log Files to Support

2019-05-07 13:31:23
Errors Troubleshooting UnitySync 

Forwarding the complete Log Files

(If you are unable to send a complete log, see below for key log segments to send)

Log Files are key to troubleshooting most errors. Whenever requesting help from Technical Support, the connection’s Log File(s) should be provided.

  • 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 attachments are preferred for email sending. Any log over 2 mb must be zipped.

Secure upload of large files

If you need to send very large data or log files, you may use our 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.

Forwarding key Log File segments:

If for some reason you are not permitted to send the complete Log File, we can attempt to troubleshoot your problem by looking first at key portions of the log. Open 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.

(Note: If possible, rerun the connection with log level 3 enabled.)

Please include:

  • The entire top portion of the log, starting with line 1 through the line that reads Beginning Synchronization You will see this automatically includes you custom file settings. (This can be scrubbed as necessary).

  • Using text from the error message in the log, locate the instance of the error to troubleshoot…

  • If this is a level 3 log file, you will find most of the pertinent information ABOVE the error line. Scroll up and you will see the following sections are shown for this object, each section includes 30ish lines of data. From the Source Entry line, highlight all the way down through the error message. Include this entire block of information.
    Source Entry
    Pre-Processed Source Entry
    Post Source Entry
    Internal Variables
    Dest Entr
    Error message (which may be multiple lines).

  • In a log level 3 log, You should highlight all the way to the next Source Entry (which is the next record).

  • If this log level 2, simply include the line of the error message, as well as 20 lines before and 20 lines after. (Note: Log level 2 may be insufficient for troubleshooting. So, if possible, turn log level to 3 and rerun the connection. Send the information detailed above).

  • Always include the end of the log file. This starts with Run Summary on through the last line in the file.

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