Provide Debug Info to Assist Support

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

  1. Click the Finder icon 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.
  8. 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

  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").
  9. 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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