Forums & Knowledge Base/Support/Support FAQs, How-To & Guides

How-to send the Logs folder and/or the Local Database ?

Maya Shoval
posted this on July 10, 2011 04:30 PM

So, we've asked you to email us at support@soluto.com and include the Soluto logs and / or the Local Database folder. Here's the how-to instructions (for Windows XP please scroll down):

 

First, enable hidden files:

For Windows Vista and Windows 7 open Computer (click the Start button --> Computer), go to Organize - Folder and search options - View tab - select "Show hidden files. folders, and drives":

 

hidden.PNG

If you're using Windows 8 simply click the View tab and check the "Hidden files" box:

hidden-win8.png

 

Locate Soluto's data files:

The files are located in the ProgramData folder (note that this is *not* the "Program Files" folder).

You can Zip the files together by right clicking the files --> Send to --> Compressed Zip folder (see screenshot below) and attach to the email:

  • C:\ProgramData\Soluto\LocalGenome.sdf
  • C:\ProgramData\Soluto\Logs\

*please note that if you're having problems installing, or if we've asked for the logs folder only, you don't need to attach the database as well.


localgenome7.png

  Please note that you might need to Exit Soluto in order to zip the files. 


Windows XP:  

 

The folders might be hidden, if you're unable to locate please enable hidden files: For Windows XP: Open My Computer (click the Start button --> My Computer), go to Tools - Folder Options - View - select "Show hidden files and folders".

hidden.PNG

The files are located in the following Application Data folder:

  • C:\Documents and Settings\All Users\Application Data\Soluto\LocalGenome.sdf
  • C:\Documents and Settings\All Users\Application Data\Soluto\Logs\

Note that if you are using a different language Operating System, the folder name would probably be in your native language, for example:

C:\Dokumente und Einstellungen\All Users\Anwendungsdaten\Soluto  


You can Zip the files together by right clicking the files --> Send to --> Compressed Zip folder (see screenshot below) and attach to the email:

*please note that if you're having problems installing, or if we've asked for the logs folder only, you don't need to attach the database as well.


localgenomexp.png

   Please note that you might need to Exit Soluto in order to zip the files. 

 
Topic is closed for comments