Collect empower® Logs on Windows Systems

Operating System: Windows 

Required Permissions: User 

The logs record system operations and user steps related to empower®.

empower® Support needs the logs because they contain important information about the system as well as error messages with an exact sequence. This can be helpful in troubleshooting scenarios to resolve issues.

Important

If ever possible, use the empower® Information Collector to collect all support relevant information regarding empower®.

To do so, follow the instructions in the following article:

empower® Information Collector 

You can also access the empower® Logs via the empower® Sync user interface or navigate to the paths manually.

To access the log files via the empower® Sync user interface, open the empower® Sync and click on the gear symbol.

In the context menu, choose the option Logs. You will automatically be redirected to the log files.

Note

If you only have empower® Chart Creation or empower® Charts in use, you do not have access to the empower® Sync.

In this case, either navigate to the logs manually or use the empower® Information Collector.

Note

For further information regarding the empower® Sync user interface, see empower® Sync.

To access the logs manually, navigate to the following path in the Windows Explorer:

%localappdata%/empower/Logs

Select all files under the specified path.

Then, right-click on your selection. A context menu opens.

In the context menu, choose the option Compress to… and then choose the option ZIP File.

The created .zip file can now be sent to empower® Support with a subject using the following format:

[Customer Name] – [Topic of the Issue] – [empower Version]

Note

For further information regarding the support process see Support Process at empower®.

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