Reporting and Diagnostic Logs

Important: The following video provides a detailed guide on how to collect diagnostic logs in Desktop Connector. We encourage you to check the details after the video. The extra content provides useful tips and problem-solving methods that might not be in the video.

Topics in this section:

• About Diagnostic Logs
• Generating Diagnostic Logs Workflow
• Configure the Diagnostic Mode
• Create the Diagnostic Logs
• Submit the Diagnostic Logs
• Collecting the Diagnostic Logs Manually
• Collecting and Viewing Sync Data

About Diagnostic Logs

Diagnostic logs are helpful for analyzing any unexpected behavior of Desktop Connector. For example, logs are helpful if the Desktop Connector sync engine stops working on a specific file, folder, or both.

Generating Diagnostic Logs Workflow

To generate diagnostic logs, the general workflow is as follows:

1. Turn on verbose logging by Configuring Diagnostic Mode.

2. Run the workflow, then before shutting down Desktop Connector Create the Diagnostic Logs.

3. Copy the ZIP file and Submit the Diagnostic Logs to Autodesk Support.

Use this document as a guide to collect Diagnostic Logs by following each topic and the steps as shown.

Configure the Diagnostic Mode

Start and configure the Diagnostics Mode before creating log files and use the Verbose logging option to gather detailed error reports:

1. Right-click the tray icon.

2. Hold the Shift key and click the gear in the top right of the home screen.

3. Select Help and then select Diagnostics Mode

4. Select Verbose in both drop-down menus.

   

5. Click Save Changes

6. Close the window by selecting the x in the upper right corner.

Create the Diagnostic Logs

1. Click the Desktop Connector tray icon. If you right-click the tray icon the dialog box will appear and you can move directly to step 3.

2. Click the Gear in the top right of the home screen.

3. Select Help.

4. Select Diagnostics Logs.

   

• Desktop Connector will start collecting recent log files.

  

• The Diagnostic Log Files dialog opens.

  

5. Click Open File Location to access your logs.

Submit the Diagnostic Logs

1. The default path for storing log data is:
   
   C:\Users\<username>\AppData\Local\Autodesk\Desktop Connector Diagnostics.

   

2. You can then take the compressed ZIP file and contact Autodesk Support to log a ticket and troubleshoot the issue.

Collecting the Diagnostic Logs Manually

If Desktop Connector doesn't start or crashes at start, the Diagnostic Logs can be captured manually.

1. Navigate to C:\Program Files\Autodesk\Desktop Connector and run the file ADriveDiagnosticsMode.exe.

2. Choose Verbose on both drop-down menus, save the changes, and close the dialog box.

3. Restart Desktop Connector until it crashes or nothing happens.

4. Navigate to C:\Program Files\Autodesk\Desktop Connector\DiagnosticLogsCollector and run the file DiagnosticLogsCollector.exe.

5. A ZIP file will be created in C:\Users\<username>\AppData\Local\Autodesk\Desktop Connector Diagnostics.

6. Copy the ZIP file and Submit the Diagnostic Logs to Autodesk Support.

7. Redo the first step and set the Diagnostics mode back to "None" to save space on your computer and better performance.

Collecting and Viewing Sync Data

Starting with version 16.4 of Desktop Connector the Diagnostic Log collector will also gather a list of files and folders which have not yet been synced. You can view the synced data by following these steps.

1. Sync data for files and folders will now be a part of the log ZIP file found here: C:\Users\<username>\AppData\Local\Autodesk\Desktop Connector Diagnostics\AutodeskDesktopConnectorDiagnostics 2023-xx-xx.zip\UnSyncFileInfo\UnSyncDataInfo.

2. The file or folder contains a list of unsynced files that are pending sync and should attempt to sync. If the file does not attempt to sync you may need to Reset Desktop Connector.

3. The file contains a list of excluded files which are files that will not attempt to sync. This could be files that have been added while Desktop Connector was not running, or files that Desktop Connector is filtering out from uploading (possibly not supported by the server). If files are added while Desktop Connector is not running they will not sync, you will need to readd that file while Desktop Connector is running.

4. With v16.6 of Desktop Connector we now will also collect data for unsynced folders. That data can be found in the same folder location within the zip file named UnSyncDataInfo. Then under the file named UnSyncFolderData.txt.

   

Related Concepts:

• How to use the Installation Log Collection Tool.
• How to collect Autodesk Licensing log files for troubleshooting.
• Collecting and sending diagnostic data to Autodesk Technical Support for Navisworks issues,
• How to collect the Diagnostic Log Files for Fusion.