If you have been asked to send the logs to Egress Support for analysis, please ensure that you have been able to replicate the issue at least once after logging has been enabled. This will ensure that the issue you may be experiencing is recorded in these logs and will allow the Support team to see this in more detail.

Please follow the version specific instructions to enable and gather logs below:

 

Client Versions: 4.1 to 5.14

In order to enable logging, click on the Egress tray icon in your notification area usually located on the bottom right-hand side of your screen and follow the instructions below:

1. Click on the '?' and select 'About'.

2. Next to the Logging section, click on the drop-down box and select 'On' if this is not already selected.

3. Once enabled, an 'Open in Explorer' button will appear next to the logging status.

4. Clicking on 'Open in Explorer' will open up the location of where your logs are saved. By default this will be in C:\Users\[USER]\AppData\Local\Temp\switch\logs

Please attach all of the logs that you find in this location unless asked by a member of Egress Support to provide a specific log file.

 

Client Versions 6.0 onwards

Logs will need to be enabled by registry key, to do this please follow the instructions below:

  1. Open Regedit.
    1. Click the Start button.
    2. In the Start Menu, either in the Run box or the Search box, type regedit and press Enter.
  2. Navigate to HKEY_LOCAL_MACHINE\Software\Egress\Switch and HKEY_LOCAL_MACHINE\Software\Wow6432Node\Egress\Switch
  3. Right click in the white space on the right hand side of Regedit, underneath (Default) and create a DWORD, called LoggingLevel with a value of to enable logging.

To retrieve the logs navigate to: C:\Users\[USER]\AppData\Local\Temp\switch\logs

Please attach all of the logs that you find in this location unless asked by a member of Egress Support to provide a specific log file.



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