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How to find and upload system logs to an existing support case

Updated

Introduction

In this article, you will learn how to locate, compress, and send logs related to POS devices and Access Control devices for further analysis.

  • This guide provides a step-by-step process to ensure accurate and efficient log submission.
  • This article will be helpful for System administrators and PG Champions

Before you start

  • Ensure that you have the necessary permissions to access the Get Support module and update the existing case.

  • Ensure that you have a file compression tool, such as WinRAR or 7-ZIP, installed on your computer (if not, you can download one for free online).

Fast lane

  1. Open File Explorer and navigate to: C:\ProgramData\Creadhoc\PerfectGym\Logs

  2. Find the relevant logs:

    • POS issues: Go to the DeviceIntegrator folder and locate the folder with the corresponding issue date.

    • Access Control issues: Open the AccessServer folder and find the file matching the issue date.

  3. Right-click the selected log file and choose:

    • Compress to... / 7-ZIP / WinRAR

    • If needed, select Add to ZIP/7Z to create a compressed file.

  4. Open PGM, log in, and navigate to Get Support.

  5. Select the relevant case and open the Conversation tab.

  6. Scroll down and click Add File to upload the compressed log.

  7. Click Send to submit the logs for analysis.

Instruction

How to find and compress logs?

1. Go to the File Explorer and paste a pathway that contains both Access Server and Device integrator logs: C:\ProgramData\Creadhoc\PerfectGym\Logs

2. Depending on the issue type, navigate to the appropriate folder:

  • For POS Equipment issues: Open the DeviceIntegrator folder.
  • For Access Control issues: Open the AccessServer folder.

Please note that if you need to provide logs from today, those will be placed in the main folder containing logs provided above, with a name AccessServer

3. Right-click the selected file and  select Compress to.../7-ZIP/WinRAR
To compress the file, you will need a free application. The most commonly used ones are WinRAR and 7-ZIP, which you can download for free online. These applications are often pre-installed on Windows.

4. Depending on the app used, you might also need to choose one of the following: Add to, ZIP, 7Z

5. The process will create a compressed file that you can send via Get Support module.
 

How to send the compressed logs?

1. Log in to the PGM system.

2. Click on your profile picture in the top-right corner.

3. Click on Get Support button 

4. Find the relevant case and click Conversation next to it.

5. In a pop-up window, scroll down to the Add File option.

6. Upload the compressed file by either:

  • Dragging and dropping it into the designated area.

  • Clicking Choose File and selecting the location manually.

7. Once the file appears in the Attachments box, click Send to submit it.

Hints

  • Ensure the logs you are submitting are from the correct date to avoid delays in analysis.

  • If you experience issues compressing the file, make sure that WinRAR or 7-ZIP is installed correctly.

 

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