Send your desktop logs to support

If Drime Desktop misbehaves, a report with its logs helps the support team find the cause quickly.

#Send a report

1. Click the Drime icon in the notification area to open the Drime window.

2. Click your profile picture to open the account menu, then Support.

3. In Support & debugging, describe the problem: what you did, what you expected, what happened.

4. Optional: Attach files (screenshots…).

   Each file can be up to 15 MB, 35 MB in total.

5. Keep Attach logs ticked.

6. Click Send to support.

   

Report #… sent. Thank you! confirms it. Note the report number if you also write to support.

#What the report contains

The report includes your recent logs (up to 12 log files), a few crash reports if any, the versions of the app and of Windows, your account email, the computer name, the paths of your synced folders and your settings.

No file contents or passwords are included. Log lines can contain file names.

#Debug information and settings

The Debug information block of Support & debugging shows the App version, the Sync engine version, the Operating system, the Account, the Sync folder and the Engine status (Running or Stopped). Support may ask you for these.

Under Debug settings:

• Debug level sets how much detail the logs contain: Debug, Info, Warning or Error.

• Extended full log records every sync operation in detail. It slows the app down and produces large files: turn it on only when support asks for it.

• Delete logs older than 7 days is a switch, on by default: it cleans old log files and crash reports automatically.

#Open the logs yourself

In Preferences, click Open logs folder.

#If sending fails

If Could not send the report appears, check your internet connection and try again. You can also contact support from the web app and attach the files from the logs folder.