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Forwarding UnitySync Log Files to Support

2019-11-14 09:46:48
Errors Troubleshooting UnitySync 

Generating a specific Log File level log

Often, our Support Team will request you adjust your Log file level to produce detailed logs for troubleshooting. Adjust the Log File level on the General tab in the Logs section. Change the Log File level as desired/instructed (typically to 3-Detailed) and click Save at the bottom of the tab. Be sure you are changing the Log File level, and not Console or Event Log - these will not produce the desired results in the logs.

IMPORTANT NOTE: The Log File level should be returned to the default 2-Lowest after you have completed troubleshooting to prevent large log files from filling up disk space. Low disk space situations on the UnitySync server may result in mass deletes. Consider Automating Log File Management if you need to generate detailed log files for a prolonged period of time.

Forwarding 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.
    i.e
    Source Entry
    Pre-Processed Source Entry
    Post Source Entry
    Internal Variables
    Dest Entr
    Error message (which may be multiple lines).

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

  • If this Log File level 2, simply include the line of the error message, as well as 20 lines before and 20 lines after. (Note: Log File level 2 may be insufficient for troubleshooting. So, if possible, turn Log File level to 3-Detailed 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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