Before you start: Confirm you're running the latest version of Everyoneprint.

You need to collect debug information to attach to a Support case for 2 reasons :

• You face a reproducible issue, like a type of document or email not printing properly, a connection issue from a mobile device, etc...
• You face a random issue, like a system hang at random etc...

Note: It is important to report date/time, username or filename, or any other context information that will help us track down the issue.

This article contains the following sections:

1. Integrated server logs collection
2. Manual server logs collection
3. Collect logs for other EveryonePrint components

1) Integrated server logs collection

Note: if the Administrator console is not accessible, go directly to step 2. Manual server logs collection

• Open Administrator console -> General settings -> Debug Logging:
  • verify "Enable debug logging" is set to "Yes"
  • adjust "Automatically delete log files older than 'n' days" if necessary
  • click "Save Changes" at the bottom of the page
• Reproduce the action/print that fails, or let the system logging information until the suspected problem occurs
• When the issue has occurred, get back to Administrator console -> click "Help" at the top right

• Then click the Create Zip File for Support grey button

• A zip file is automatically created in <Program Files (x86)>\EveryonePrint\temp with a name like Files-For-Support-yyyy_mm_dd-hh_mm_ss.zip

• Attach the ZIP file to the Support case

Important: our system limits attachment file size to 7 MB; please use this link to upload larger files: http://www.everyoneprint.com/upload

2) Manual server logs collection

1. Zip content of directory: <EOP install dir>\logs
2. Zip content of directory: <EOP install dir>\temp\bd\rtelogs
3. Copy config files :
   • <EOP install dir>\eop.xml
   • <EOP install dir>\printers.xml
4. If you have changed Web port configuration or configured SSL certificates,copy content of this folder:<EOP install dir>\etc
5. Attach all files to the support ticket

Important: our system limits attachment file size to 7 MB; please use this link to upload larger files: http://www.everyoneprint.com/upload

3) Collect logs for other EveryonePrint components

3.1) Capture debug logs from EveryonePrint Mobile Gateway

3.2) Capture debug logs from iOS device

3.3) Capture debug logs from Android device