Obtaining a Log File (Windows)

Obtaining a Log File (Windows)

In TurningPoint version 8.8.2.4 and up, you can obtain a log file by following the instructions below. 

If you are able to replicate the issue or have just experienced the issue:

1. After the issue has occurred, open the TurningPoint preferences. 
2. Choose Software from the left side of the window. 
3. Next to Logging Information, click the button that says Show.
4. A Log Viewer window will open. Click the Save button in the top left of the window. 
5. Name the file whatever you’d like and save it somewhere easily accessible. When submitting a ticket, you can attach the file and any other error messages that you received. 

1. Follow the same instructions above to open the Log Viewer window. 
2. Once the window is open, click the button that says, Old Logs. 
3. Locate the file that took place on the date and time that the issue occurred. (You can the column heading called Date Modified to sort the files by date.)
   1. Logs beginning with tp are from TurningPoint Desktop. 
   2. Logs beginning with tpa are from the TurningPoint Web Add-In. 
4. Attach the appropriate log file to the support ticket when creating it. 

If you are using an older version of TurningPoint, prior to version 8.8.2.4:

Old logs are not saved in previous versions of TurningPoint. A log file can only be obtained if you are able to replicate the issue. If you can do this, follow the instructions below:

1. Replicate the issue.
2. On your keyboard, hold down the CTRL and Alt buttons. While holding them down, press L then W. 
3. A Log Viewer window will open. Click the Save button in the top left of the window. 
4. Name the file whatever you’d like and save it somewhere easily accessible. When submitting a ticket, you can attach the file and any other error messages that you received.