Overview

When the x360Sync desktop client is not synchronizing as expected, the first step in diagnosis is to gather the logs and db folders from the x360Sync desktop client. This article describes how to gather the logs from a desktop client running on a Windows machine.

Note: You can also retrieve logs from the Mac desktop client and the Machines tab in the administrative web portal.

Instructions 

1. On the local machine, navigate to the desktop client log directory, which is found by default at C:\Program Files (x86)\x360Sync\logs (or branded tool name) and db folder at C:\Program Files (x86)\SyncedTool (or branded tool name)\db. NOTE: actual location may vary depending on installation location, if different from the default location.
2. As a best practice, copy these files to the desktop or other easily accessible location.
3. When the files are finished copying to this new location, generate a zipped folder.
4. Deliver this zipped folder to Support for review of errors (through email, x360Sync share link, or other method). 
5. To use a x360Sync sharelink, click "Open on Web" on the local Syncedtool client in the system tray or log into the Syncedtool web portal directly from a web browser. Upload the zip folder into any share or Myfiles folder. Right-click on the uploaded zip folder. Select "Share". Copy the public link and save. Paste the copied share link into a reply email on the ticket for the issue. NOTE: If a "Secure share" is required, please request an email address from the tech assigned to your ticket.

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