Provide Debug Info to Assist Support
In
some cases it is needed to obtain more information.
DxDiag (Windows)
Start Menu > enter "dxdiag" and hit [Enter] to run the app (as seen below).
Wait for the application to fully load.
Use the "Save All Information..." button at the bottom to save the DxDiag.txt file:
Be sure to 'save' the file in a location that you will remember, our suggestion is to place it in your "Downloads" folder.
Then
please attach the DxDiag.txt file to your Zoho support ticket response
inside your e-mail application. This is usually done via an icon that
looks like a paperclip.
Safe Exam Browser (SEB) Logs
If something unexpected happens then the SEB log files need to be shared.
macOS
- Click
in the "Dock" to open a Finder window.
- At
the top of the screen open the "Go" menu item, and select the "Go to
Folder..." option near the bottom or use keyboard shortcut
(Shift-Command-G).
- Enter ~/Library/Logs/Safe Exam Browser (or copy-and-paste) and use [Enter] to open.
- Use Command-A shortcut to select all files.
- Optionally:
Command-Delete to move the existing log files into Trash, and recreate
the issue in SEB. Return back to this Finder window, use Command-A to
select all files again, and continue below.
- From the shortcut menu icon in the toolbar (circle with three-dots in it) select "Compress" option.
- Drag-and-drop the "Archive.zip" file to the "Downloads" folder listed on the left side under Favorites.
- Reply
to your BioSig-ID™ support ticket and add the "Archive.zip" as an
attachment, easy to locate via "Downloads" as the most recent item.
Windows
- Click
in the taskbar to open a new File Explorer window or use keyboard shortcut (WinKey 
+ E). - Use Alt-D shortcut to switch focus to the location input.
- Enter %LocalAppData%\SafeExamBrowser\Logs (or copy-and-paste) and use [Enter] to open.
- Use Ctrl-A shortcut to select all files.
- Optionally:
Shift-Delete to permanently remove the existing log files, and recreate
the issue in SEB. Return back to this File Explorer window, use
Ctrl-A to select all files again, and continue below.
- From the menu in the toolbar switch to the "Share" tab and select the "Zip" option.
- Adjust filename of the ZIP file, or hit [Enter] to accept the default generated name.
- Drag-and-drop the ZIP file to the "Downloads" folder listed on the left side under Quick Access (or "This PC").
- Reply
to your BioSig-ID™ support ticket and add the ZIP file as an
attachment, easy to locate via "Downloads" as the most recent item.
macOS
- Click in the "Dock" to open a Finder window.
- At
the top of the screen open the "Go" menu item, and select the "Go to
Folder..." option near the bottom or use keyboard shortcut
(Shift-Command-G).
- Enter ~/Library/Logs/Safe Exam Browser (or copy-and-paste) and use [Enter] to open.
- Use Command-A shortcut to select all files.
- Optionally:
Command-Delete to move the existing log files into Trash, and recreate
the issue in SEB. Return back to this Finder window, use Command-A to
select all files again, and continue below.
- From the shortcut menu icon in the toolbar (circle with three-dots in it) select "Compress" option.
- Drag-and-drop the "Archive.zip" file to the "Downloads" folder listed on the left side under Favorites.
- Reply to your BioSig-ID™ support ticket and add the "Archive.zip" as an attachment, easy to locate via "Downloads" as the most recent item.
Windows
- Click
- Use Alt-D shortcut to switch focus to the location input.
- Enter %LocalAppData%\SafeExamBrowser\Logs (or copy-and-paste) and use [Enter] to open.
- Use Ctrl-A shortcut to select all files.
- Optionally:
Shift-Delete to permanently remove the existing log files, and recreate
the issue in SEB. Return back to this File Explorer window, use
Ctrl-A to select all files again, and continue below.
- From the menu in the toolbar switch to the "Share" tab and select the "Zip" option.
- Adjust filename of the ZIP file, or hit [Enter] to accept the default generated name.
- Drag-and-drop the ZIP file to the "Downloads" folder listed on the left side under Quick Access (or "This PC").
- Reply to your BioSig-ID™ support ticket and add the ZIP file as an attachment, easy to locate via "Downloads" as the most recent item.
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