Ryan Scott

Tip of the Week # 18 - How to find and send log files

Blog Post created by Ryan Scott on Oct 12, 2020

This page is designed to assist users in finding and sending log files to Trimble Support 

TerraFlex
Send logs via email
1) Sign in to TerraFlex and tap on the hamburger menu in the top left of the main screen
2) Select Settings
3) Select Send Log file at the bottom of the screen: 
Screen shot  Screen shot
You will have a choice of apps, select your email account and send either to the default email address setup automatically, or to yourself if you want to add it to an existing support case (preferred and most likely), in which case, then attach the zipped log files you receive to the support case.  Please give a description!
Manually find and send logs
1) Connect your device to your PC
2) Open a File Explorer application and path to the TerraFlex folder most likely at the root file directory on your device. (On some devices, you may need to select the USB functionality to 'Media Transfer Protocol') In my particular case:  This PC\SAMSUNG-SM-G930A\Phone\TerraFlex 
3) Copy the log(s) to your PC, Zip and attach to your existing support case.
   
TerraFlex - 'Send Database'
You may be asked in your support case to send data to tech support. To do so, login to TerraFlex and go to Settings.  Scroll to the bottom of the screen.
1) Select 'Save Database'
2) Select 'Send Database'
3) Please give a description!
 Screen shot  Screen shot
 
Catalyst/Trimble Mobile Manager
Send logs via email
1) Sign in to Trimble Mobile Manager
2) Tap on the hamburger menu in the top left of the Home screen
3) Select About.
4) Select Send Log file about 2/3rd's down the About screen:
Screen shot  Screen shot
Your email account will open.  Send either to the default email address setup automatically, or to yourself if you want to add it to a new or  existing support case (preferred and most likely), in which case, then attach the zipped log files you receive to the new or existing support case.
Manually find and send logs
1) Connect your device to your PC. 
2) Open a File Explorer application and path to the Trimble folder most likely at the root file directory on your device.  In my particular case:  This PC\SAMSUNG-SM-G930A\Phone\Trimble\TrimbleMobileManager.  
3) Copy the log(s) to your PC, Zip and attach to your existing support case.
Trimble Positions
Manually find and send logs
 1) On your PC, path to:  C:\Users\<username>\AppData\Roaming\Trimble\Positions\10.1 (Note: regardless of your Trimble Positions version, logs are located in the '10.1' folder). 
2) Zip and attach to your new or existing support case.
Screen shot
 
TerraFlex ArcMap Add-in
Manually find and send logs
1) On your PC, path to:  C:\Users\<username>\AppData\Roaming\Trimble\TerraFlex\3.2 (Note: your TerraFlex version folder may vary). 
2) Zip and attach to your new or existing support case.
Screen shot
TerraFlex Windows Embedded Handheld (WEHH)
Manually find and send logs
1) Connect the handheld to your PC
2) On your PC, path to:  <Device name> My Documents / TerraFlex 
3) Zip and attach to your new or existing support case.
Screen shot

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