How do I upload logs to support technicians?

To assist our support team in effectively diagnosing and resolving reported issues, it is necessary to collect log files from your Exchange Reporter Plus installation. These logs provide valuable insights into the issues you are facing and can help pinpoint the root cause of the problem.

Please follow the steps below to upload your Exchange Reporter Plus logs to the support team.

1. Navigate to the directory where Exchange Reporter Plus is installed. The default installation location is C:\ManageEngine\Exchange Reporter Plus.
2. In this directory, locate the folder named logs. Compress this entire logs folder into a single archive file.
3. Click here to access our log upload tool.
4. Select Exchange Reporter Plus from the Product drop-down list.
5. Enter your support ticket number in the Ticket - Id field.
6. If you would like to protect your uploaded log archive file with a password of your choice, please enter it in the Password field. By default, a random password will automatically be assigned to the uploaded log archive file, which will be shared with the support agent assigned to your case.
7. Enter your email address in the Your Email Address field.
8. If you would like to notify someone, please mention their email address in the Notify to field.
9. Briefly describe the problem you are encountering in the Comments field. The more details you provide, the better our team can understand the issue.
10. Click the Add Files button and select the log archive file created in step two.
11. Based on the instructions from the support team, select either Log Analysis, Debugging, or Migration.
12. Click the Upload button to submit your logs to our support team securely.

Note: The data uploaded through the log upload tool is treated with strict confidentiality and is only accessed by authorized personnel for debugging and resolving your reported issue. Log files uploaded to our Bonitas server are automatically deleted after 25 days.

By following these steps, you will be providing our support team with the necessary information to expedite the troubleshooting process and deliver a timely resolution.