DyKnow 5.x Monitor/Vision: How to Send Logs

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SUMMARY

This article explains how to locate and send DyKnow log files to DyKnow Support.

SOLUTION

To send logs through DyKnow’s automated logging tool (Monitor Only):

  1. Go to c:\Program Files\DyKnow\Client
  2. Find and run DyKnowLogSender.exe
  3. Select the appropriate start and end date, and be sure to fill out the ‘Additional Information’ fields with as much detail as possible.
  4. Click the 'Send' button and wait for the log files to be transferred to DyKnow before closing the dialog.  A DyKnow support representative will review the logs and reply once a cause has been identified.

To send logs through DyKnow’s automated logging tool (Vision or Monitor):

  1. Open the DyKnow client 
  2. Click the 'View' tab. (note: you do not need to be logged in)
  3. Click the 'Options' button.
  4. Click 'Resources' and ensure logging is enabled next to 'Enable/Disable Diagnostic Logging'.
    • If disabled:
      • Click the 'Enable' button next to 'Enable Diagnostic Logging',
      • Click OK
      • Reboot the computer for the changes to take effect.
  5. Click the 'Send Info' button.
  6. Select the appropriate start and end date, and be sure to fill out the ‘Additional Information’ fields with as much detail as possible.
  7. Click the 'Send' button and wait for the log files to be transferred to DyKnow before closing the dialog.  A DyKnow support representative will review the logs and reply once a cause has been identified.

To manually locate and send logs (5.x):

DyKnow logs can be found by browsing to the following directories on your computer (Note: The paths are different when using Windows Vista/7  vs. Windows XP.  Additionally hidden files and folders will need to be visible.)

  1. Click the 'Start' button.
  2. Click the 'Control Panel'
  3. Click 'Folder Options'
  4. Click the 'View' tab
  5. Ensure 'Show hidden files and folders' is selected
  6. Click the 'OK' button and based on your operating system, browse as follows:
      • DyKnow Vision error logs: C:\ProgramData\DyKnow\Data\00
      • DyKnow Monitor error logs: C:\ProgramData\DyKnow\Data\01
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