DyKnow Cloud - How to Send Logs

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When trying to troubleshoot problems with DyKnow Cloud's agent, the best and quickest way to a resolution is to send a Log Report from the student's device.

Please remember to include the following helpful information in the "Comments" section of the log report:

  • Student Name
  • Class Name
  • Date and Time of the occurrence
  • DyKnow Support Ticket Number (if applicable)

Student View of DyKnow Log Sender

Log_Sender.PNG

 

Here's how on each type of device/OS:

  1. Open Google Chrome
  2. Right click the DyKnow Cloud extension
  3. Select "Options"
  4. Complete the fields, including "Describe the problem"
  5. Click "Send Logs"
  6. A ticket will be created in our Support system with your request
See a quick video here
  1. On the student device, open "File Explorer." Find the C:/ folder, and follow this path: C:\Program Files\DyKnow\Cloud\dyknowlogsender
  2. Run the LogSender program and select the appropriate Start and End Date
  3. Fill out the "Additional information" with as much detail as possible
  4. Click the "Send" button and wait for the log files to be transferred to DyKnow
  5. A ticket will be created in our Support system with your request

OR as admin, remotely send them!

  1. Go to the Applications folder on the student device
  2. Find the Application called DyKnowLogSender
  3. Double click it and select the appropriate Start and End Date
  4. Fill out every open text field or it won't send
  5. Click the "Send" button and wait for the log files to be transferred to DyKnow before closing the dialog
  6. A ticket will be created in our Support system with your request

OR as admin, remotely send them!

iOS

  1. Open the DyKnow App on the student iPad
  2. Find the DyKnow Logo
  3. Find the health kit icon (briefcase with a + on it)
  4. Fill out the form with as much detail as possible
  5. Click the "Send" button and wait for the log files to be transferred to DyKnow before closing the dialogue
  6. A ticket will be created in our Support system with your request
Have more questions? Submit a request

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