How to send Log Files to Collanos Support

[Franco Dal Molin]

In most support situations, we might ask you to send us three Application Log Files. We need those files to analyze and fix the problem. The following post describes how to do this, i.e. where to find the three files and how to send them to us.

To start, please go to the directory where you installed the application. Typically this data is stored in the following path (on Windows) with the User Name being different from one machine to another:
C:\Documents and Settings\User_Name\My Documents\Collanos\MyWorkspaces

Note: If during installation you overwrote the default settings of where to store your data this path is not applicable.

In the "MyWorkspaces" folder you will see two files, one is called "error" and the other "transport" (both are text documents). There may be more than one file called "error". Please send us all of them.

The last file we need is in the sub-folder: "MyWorkspaces\.metadata". The file has no name but can be easily identified by the extension ".log". It is the only text document in that folder.

Please copy and paste these three (or more) text files into an email and send them to: support AT collanos DOT com.

Thank you very much for you help and we will get back to you very soon with an update.

[Steven Tedjamulia]

By default your logs are stored in your user directory.  If you specified another directory, then you will need to go to that directory.  If not, then follow the instructions:

Go to your terminal and type in the following: (Do not use quotes.)

"defaults write com.apple.finder AppleShowAllFiles TRUE"

You will need to restart your finder.

Go to .collanos

Go to  "MyWorkspaces" folder you will see two files, one is called "error" and the other "transport" (both are text documents). There may be more than one file called "error". Please send us all of them.

The last file we need is in the sub-folder: "MyWorkspaces\.metadata". The file has no name but can be easily identified by the extension ".log". It is the only text document in that folder.

Please copy and paste these three (or more) text files into an email and send them to: support AT collanos DOT com.

Cheers,

Steven Tedjamulia
Head of Product Management
steven DOT tedjamulia AT collanos DOT com

[Steven Tedjamulia]

In most support situations, we might ask you to send us three Application Log Files. We need those files to analyze and fix the problem. The following post describes how to do this, i.e. where to find the three files on linux and how to send them to us.

To start, please go to the directory where you installed the application. Typically this data is stored in the following path  with the User Name being different from one machine to another:
Home/"username"

Note: If during installation you overwrote the default settings of where to store your data this path is not applicable.

After going to out installation directory you will need to show your hidden files.  To do this you can either hold down CTRL H or you can go view on the file browser and check show hidden files.

In the "MyWorkspaces" folder you will see two files, one is called "error" and the other "transport" (both are text documents). There may be more than one file called "error". Please send us all of them.

The last file we need is in the sub-folder: "MyWorkspaces\.metadata". The file has no name but can be easily identified by the extension ".log". It is the only text document in that folder.

Please copy and paste these three (or more) text files into an email and send them to: support AT collanos DOT com.

Also, please document the detailed scenario of what happened.  Any screen shots would help as well.

Thank you very much for you help and we will get back to you very soon with an update.