Logs to be sent to support in case of problems

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Birdy
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Logs to be sent to support in case of problems

Post by Birdy » Fri Nov 24, 2006 4:26 pm

In order to investigate your problem, some logs are needed to analyze it. Here is the procedure to follow:

Please, close Thunderbird and Sunbird, then disconnect and reconnect your mobile.

Right after the problem, without restarting any process (Thunderbird for instance) and without disconnecting your mobile to avoid the overwriting of the logs, please, send all the logs to support@birdiesync.com:

If you have BirdieSync 1.6.7.0 or later installed, simply use the log archiver: menu "Tools/BirdieSync/Archive logs..."

If you have a previous version of BirdieSync, then you have to copy these logs manually:

On the desktop:

For version up to 1.3.0.2: In C:\Program Files\BirdieSync:

For version from 1.4.0.0: on XP in C:\Documents and Settings\<user name>\Application Data\BirdieSync\:

For version from 1.5.1.0: on Vista in C:\Users\<user name>\AppData\Roaming\BirdieSync\:

Note: Application Data and "AppData" are hidden folders: in explorer window, you must check the option "Show hidden files and folders"

Preferences.xml

For version up to 1.3.0.2: In C:\Program Files\BirdieSync\log:

For version from 1.4.0.0 on XP: In C:\Documents and Settings\<user name>\Application Data\BirdieSync\Log\:

For version from 1.5.1.0 on Vista: In C:\Users\<user name>\AppData\Roaming\BirdieSync\Log:

DesktopProvider.log
ThunderbirdService.log (if you use Thunderbird)
SunbirdService.log (if you use Sunbird)
Install.log
Transfer.log (starting from 1.4.0.0)

On XP in C:\Documents and Settings\<user name>\Local Settings\Temp\

WCESMgr.log (only Windows XP): be carefull they are several files with similar but different names (WCES*.log)
BirdieSyncInstall.log

On Vista in C:\Users\<user name>\AppData\Local\Temp

BirdieSyncInstall.log

On the device

In \Program Files\BirdieSync

DeviceProvider.log
BirdieWatcher.log (if present)

Note: If case you have problem in copying "DeviceProvider.log" on the device because of a sharing violation:

On your device. Launch the file explorer. Go to \Program Files\BirdieSync. Copy and paste DeviceProvider.log on the device (not on the desktop) in the same directory . That should duplicate the file DeviceProvider.log to another file named "Copy of DeviceProvider.log". This copy will not be locked and you should be able to copy it to the desktop.

Thanks.
Birdy

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