Diagnostic reports are very useful for investigating SecuriSync issues. The logs are user-friendly which makes it easy to analyze them and indentify root cause of the problem.

Diagnostic reports can be send directly to the Support team but, since they are stored locally on the machine, an administrator can also review them on site. Read the Knowledge Base articles on SecuriSync: Collecting Windows Client Logs and SecuriSync: Collecting Mac Client Logs for more information.

Report folder structure

  • User-AppData
    • Users\ ... \items.db - the main database with list of all files
    • Logs
      • Log.txt  - SecuriSync desktop application log
      • RequestLog.txt - protocol of communication between desktop application and back-end server
      • ShellExt.log - Windows shell extension log. If there is no such file, shell extension might be incorrectly installed or does not work
      • OfficePluginLog.txt - log about the events in office plugin
      • OutlookPluginLog.txt - log about the events in outlook plugin
  • ProgFolder
    • ProgFolder\Logs\Installer - logs of installer
  • SyncFolder-UserData
    • SpoolFiles.db - the database of spool files
  • SyncFolder.txt - recursive directory listing of My SecuriSync folder
  • SystemInfo.txt - contains various information about users computer
  • AppState.txt.zip -  shows what desktop application knows about the files and folder states
  • AppDataFolder.txt - recursive directory listing of application data folder
  • ProgFolder.txt - recursive directory listing of application folder
  • AppVersion.txt - the last run version of the app
    RegDump.txt - dump of user's registry
  • SystemInfo.txt - the information about user's system
  • Win-Application.log and Win-System.log - exported windows logs

Notes:

  • Older log files name end with numbers: Log.txt is the newest file, Log.00.txt contains older entries, Log.01.txt the oldest ones
  • Timestamps are in UTC (GMT) format
  • If there is a lot of activity on desktop client, older log files may be overwritten.
  • If you know the exact name of the affected file or folder, you can search across all log files for entries containing the name

We recommend to use an enhanced text editor to view the logs.

Analyzing the logs

Application logs have the following format:

Date and time in UTC | Entry severity | Component name | Message (contains file paths or error)

Examples:

  • The following line indicates that file file64.txt was successfully uploaded to the backend server:

    2012-08-17 15:15:18.3367 | INFO | UploadFileTask | Task finished. ItemID: 'D82F05B2-458E-43F5-943A-E50B1A6F0CDB'. ServerPath: '/324fd2b9-xxxx-xxxx-xxxx-7c0d8b794f76/filesync/New Folder/Folder11/file64.txt'. LocalPath: 'C:\Users\myuser.ROOT\Documents\My SecuriSync\New Folder\Folder11\file64.txt'
  • The following line indicates there was a problem uploading the file file1.txt:

    2012-08-23 16:25:54.0035 | ERROR | UploadFileTask | Task failed. ItemID: 'F09ECE25-XXXX-XXXX-XXXX-2C0A19849FE1'. ServerPath: '/324fd2b9-xxxx-xxxx-xxxx-7c0d8b794f76/filesync/5k files/Data/Folder49/file1.txt'. LocalPath: 'C:\Users\myuser.ROOT\Documents\My SecuriSync\5k files\Data\Folder49\file1.txt'. Could not find a part of the path 'C:\Users\myuser.ROOT\Documents\My SecuriSync\5k files\Data\Folder49\file1.txt'.System.IO.DirectoryNotFoundException System.IO.DirectoryNotFoundException: Could not find a part of the path 'C:\Users\aprokofiev.ROOT\Documents\My SecuriSync\5k files\Data\Folder49\file1.txt'

Components

Logs can be filtered by component name to isolate specific types of events. The following components exist:

  • Tasks
    • UploadFileTask - uploads files to server
    • DownloadFileTask - downloads file from server
    • CreateLocalFolderTask - creates folder on user's computer
    • CreateServerFolderTask - creates folder on server
    • DeleteLocalItemsTask - deletes files and folders locally
    • DeleteServerItemsTask - deletes files on server
    • HashFileTask - calculates the hash of local file
  • WatcherManager - monitors changes to local filesystem. When anything changes in local folder My SecuriSync, this component writes an entry to the log
  • ServerIndexer - scans server for changes
  • LocalIndexer - scans local folders for changes

Patterns

Logs can help isolate the following issues:

  • Lots of files are actively downloading from server

    You will see a large amount of messages from DownloadFileTask and CreateLocalFolderTask components with severity of INFO and DEBUG in the end of newest logs.
  • Big file is downloading

    You will see a message:
    ... |  INFO |          DownloadFileTask | Task started... {file name}
    but no corresponding Task finished entry:
    ... |  INFO |          DownloadFileTask | Task finished... {file name}
    That means that download is in progress.
  • Some application has changed the file and does not let SecuriSync upload it

    You will see ERROR messages from the HashFileTask component for specific files.
  • Backend servers have problems

    If there are repeated recent messages in the log with the following text in the messages:
    • InternalServerError
    • (500) Internal Server Error
    • Server Indexer error
    that means that there are problems with the backend servers. If there are a lot of such messages for the same file, or the same exact message is repeated multiple times, there may be maintenance in progress. If there is no such information of the service status page, contact Support.