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3.5. LOGbinder troubleshooting tip: Use the Diagnostic Logs

By a wide margin, the support issues we hear about are resolved by revisiting the steps provided in the Troubleshooting section of the LOGbinder application’s Getting Started Guide. Our support desk reports that most customers “self-serve” by checking that section or even the Windows Event Viewer for details, but only after first submitting a trouble ticket. We are happy to have such feedback by the way; it helps us to make sure our installation guides are comprehensive.

But here’s a tip for all the other support issues where such “Tier 1” steps don’t fix the problem: review the LOGbinder diagnostic log file(s). Here’s how to generate this troubleshooting file(s):

  1. Choose “File | Options” from LOGbinder control panel.

  2. Set “Logging level” to Level 1 and start or restart the service.

  3. Waiting for the issue to happen again, find all log files in C:\ProgramData\LOGbinderXX folder (where XX=SP, SQL or EX for the SharePoint, SQL Server or Exchange audit solution). The log files will have a “.log” suffix to the file name. The number of log files in the folder will depend on the LOGbinder application.

Very often the bit of information needed to resolve a problem is contained in the LOGbinder-generated diagnostic log files. Customers often successfully troubleshoot their issues by perusing these files.

If you need our technicians to help you with a particular problem connected to LOGbinder, open a support ticket and attach these level 1 diagnostic files (compressed into a zip file). Doing so will greatly decrease the time it takes for our technicians to help you solve the problem. Many of the initial questions the support desk will have are answered in one or more of these diagnostic log files.

After the problem is resolved, remember to turn off diagnostic logging to conserve disk space and CPU time.

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