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PointSolutions Desktop: Getting Logs for Support

Amanda Leibovich
  • Updated

You may be asked to provide a log when you contact support with a PointSolutions Desktop issue.

Generate a New Log on a PC

  1. After the issue occurs, click the Preferences icon (looks like a gear) on the bottom right corner of the Dashboard.

    The Preferences window opens.

    PointSolutions Desktop Preferences with Show button for Logging information Logs identified as described

  2. Click Show, as identified in the figure above.
  3. Minimize the Log Viewer and recreate the issue.
  4. Reopen the Log Viewer and click Save, as identified in the figure below. PointSolutions Desktop Log Viewer with Save button identified as described
  5. Identify the folder where you want to save the log.
  6. Click Save to save the log.
  7. Send the log to support@echo360.com with a description of what you are experiencing.

Gather an Old Log From a PC

  1. Click the Preferences icon (looks like a gear) on the bottom right corner of the Dashboard.

    The Preferences window opens.

    PointSolutions Desktop Preferences with Show button for Logging information Logs identified as described
  2. Click Show, as identified in the figure above.
  3. Click Old Logs, as identified in the figure below. PointSolutions_LogsViewer_OldLogs.png

    File Explorer opens to Old Logs.

  4. Gather the log files from when this incident occurred.
  5. Save them as a zip file.

    Provide the tp and tpa logs from the date / time this occurred.

    • To zip the files
      • Locate the file or folder that you want to zip.
      • Press and hold (or right-click) the file or folder, select (or point to) Send to, and then select Compressed (zipped) folder.
      • A new zipped folder with the same name is created in the same location. To rename it, press and hold (or right-click) the folder, select Rename, and then type the new name.
  6. Send the zipped log(s) to support@echo360.com with a description of what you are experiencing.

Generate a Console Log on a Mac

  1. Ensure PointSolutions Desktop is closed.

    If the issue is also with PowerPoint ensure that it is closed before continuing.

  2. Ensure that no application window is selected

    You should see Finder in the upper left, next to the Apple logo. Click on an empty area of your desktop to remove application window selections.

  3. From your Desktop, go to the top of the screen and click Go > Utilities.

    Optionally, you can use cmd + shift + U as a keyboard shortcut to open Utilities.

  4. Open the Console application
  5. Enter PointSolutions in the search box and press Return / Enter.
  6. Click Start streaming.
  7. Launch PointSolutions Desktop.
  8. Recreate the issue.
  9. In Console, copy the contents of the log, as shown in the figure below.
  10. Paste the log into an email and send it to support@echo360.com with a description of what you are experiencing.