1-Logs from HCP primary server or gateway

If you're reporting an HCP issue and need to provide log files for our review, please proceed as follow:

Download log files from HCP console:

• In HCP Console select the Server/Gateway on the left panel
• In the central panel contextual menu, select "LOGS"
• In the right panel, locate file siteapp.log
• Click the download icon to get a copy of the file
• If the problem also relates to HCP embedded client on an MFP, you may transfer relevant file like: webclientCanon.log webclientHP.log webclientKM.log webclientKMOpenAPI.log 
  webclientSharp.log webclientXerox.log
• Zip all files into a single package and attach to the Support Ticket or Email reply to EveryonePrint support

Collecting log files using file transfer: 

• Make sure you've a PC utility to transfer files from the Server/Gateway Linux OS:
  • For Windows
    • Mobaxterm
    • Winscp
  • For MacOS
    • Terminal App:
      • Launch it and then from the menu select Shell -> New Remote Connection
      • This will give you a connections manager window
      • You can use SFTP transfer method
• When connected to the Linux server hosting HCP:
  • Navigate to /opt/hcp/logs/ directory
  • Transfer last siteapp.log
  • If the problem also relates to HCP embedded client on an MFP, you may transfer relevant file like: webclientCanon.log webclientHP.log webclientKM.log webclientKMOpenAPI.log 
    webclientSharp.log webclientXerox.log
  • Zip all files into a single package and attach to the Support Ticket or Email reply to support

2- Logs from PC Client - Windows

PC Client 3.x

Runs in service mode (as Windows service); core logging is done into a file:

C:\ProgramData\hcpclientcore\logs\hcpclientcore.log

“Debug” log is always enabled in PC Client by default.

Please copy hcpclientcore.log and attach to Support ticket.

3-Logs from PC Client - Mac

The PC Client log file on macOS are available at this location:

/Library/hcpclientcore/logs/hcpclientcore.log

Please copy hcpclientcore.log and attach to Support ticket.