Sending the Diagnostic Report to Support

  1. Right-Click the SecuriSync File Server tray icon and navigate to Settings > Help tab.
  2. Click Send diagnostic report. 
    Allow some time for a diagnostic report file to be created and uploaded to the server. Window with the Report ID will pop up. Collect this report ID and contact Support.

    Note: the Diagnostic report may be 20-50mb and bigger.

Getting the diagnostic report to be saved on the desktop

  1. Right-Click the SecuriSync File Server tray icon and navigate to Settings > Help tab.
  2. Hold the Shift button on your keyboard and click Send diagnostic report
    Allow some time for a diagnostic report file to be created. It will appear on your desktop. 

    Note: the Diagnostic report may be 20-50mb and bigger.

How to collect the logs if the application doesn't open Settings page

If SecuriSync doesn't allow you to open Settings page or you can't run the application at all, you can try to obtain the report file manually.

  1. Make sure that SecuriSync File Server application is not running.
  2. Press and hold the Control key.
  3. Start SecuriSyncFileServer application.
  4. Wait for 5-10 seconds and release the Control key. SecuriSync File Server will start creating diagnostic report and will show a progress window.

Note: this diagnostic report will contain less information that the normal one, so try to collect the normal one from the settings window first.

How to find the logs on the machine

If you want to analyze the logs yourself, to find the logs:

  1. Press Windows + R key or type Run in the Start menu and press Enter. Run dialog box will appear.
  2. Type %ProgramData% into this box (case is not important) and click OK.
  3. ProgramData folder will open in explorer.
  4. The logs are located in SecuriSync File Server folder

Note: diagnostic logs are located in the C:\ProgramData\SecuriSyncFileServer\Service\Logs 
or in the C:\Documents and Settings\All Users\Application Data\SecuriSyncFileServer\Service\Logs directory.

Read the Knowledge Base article on SecuriSync: How Do I Analyze Diagnostic Logs? for more information.

If you need assistance, either compress the SecuriSync folder or send diagnostic report to Intermedia and contact Support.

Note: the compressed folder can be large (20-50 mb).