Expand the respective instructions to first obtain the log files.

macOS (Manual): Safe Exam Browser (SEB) Logs

1. Click in the "Dock" to open a Finder window.
   
2. 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).
   
3. Enter ~/Library/Logs/Safe Exam Browser (or copy-and-paste) and use [Enter] to open.
4. Use Command-A shortcut to select all files.
   
5. 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.
   
6. From the shortcut menu icon in the toolbar (circle with three-dots in it) select "Compress" option.
   
7. Drag-and-drop the "Archive.zip" file to the "Downloads" folder listed on the left side under Favorites.
   

Windows (Easy): Provide Logs via Troubleshooting App

1. Download the BSI Troubleshooting App (early beta version)
2. Open the app and click the Start button.
   
3. Afterwards you will get the following confirmation:
   BSI Troubleshoot App confirmation that logs have been uploaded
4. You can skip the 'Next' step below to manually attach your logs, but do reply to your existing support ticket (or create a new one) and let the support agent know that you used the BSI Troubleshooting App to provide logs.

Windows (Manual): Safe Exam Browser (SEB) Logs

1. Click in the taskbar to open a new File Explorer window or use keyboard shortcut (WinKey + E).
2. Use Alt-D shortcut to switch focus to the location input.
   
3. Enter %LocalAppData%\SafeExamBrowser\Logs (or copy-and-paste) and use [Enter] to open.
   
4. Use Ctrl-A shortcut to select all files.
   
5. 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.
   
6. From the menu in the toolbar switch to the "Share" tab and select the "Zip" option.
   
7. Adjust filename of the ZIP file, or hit [Enter] to accept the default generated name.
   
8. Drag-and-drop the ZIP file to the "Downloads" folder listed on the left side under Quick Access (or "This PC").
   

Windows (Manual): DxDiag Logs

Using the designated Windows-logo key on most keyboards or by opening the menu with your mouse/stylus/finger.

Open the 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.

Next: Provide the log files to us

Expand the respective instructions to share your logs with us, so that engineers can assist with a solution.

Easy: Update support ticket that app finished

Once you got the confirmation that the support logs have been uploaded:

BSI Troubleshoot App confirmation that logs have been uploaded

Then please update your support ticket to let the agent know, so that they can notify the engineers to examine the logs.

Manual: Reply to support ticket and attach log files

Attach the log files to your support ticket response inside your e-mail.

Look for an icon that looks like a paperclip to attach your log files (often part of the "Insert" section).

Log files should be easy to locate via the "Downloads" folder or as the most recent item.

The Troubleshooting App is being expanded to analyze the log files and scan for known issues. A macOS version will be released soon.