Forwarding UnitySync Log Files to Support

Forwarding UnitySync Log Files to Support

By default, connections are set to use level 2 logging. Our Support Team may request you change your Logging level to produce more detailed logs for troubleshooting. This change is made on the General tab of the connection. Change the Log File level as instructed (typically 3-Detailed) and click Save. (Do not change Console or Event log level unless instructed to do so).

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

1. Log files are located in \UnitySync-v#\Connections\YourConnectionName\Logs

2. You will find up to three log files for each connection run: -Discovery, - Sim, - Sync.

3. If available, all three logs should be sent to Support unless otherwise requested.

4. Zip all logs files and upload to our secure server. https://dirwiz.us/upload

5. 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.

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.