Get ibi desktop app logs

Get ibi Desktop App Logs from Windows

IMPORTANT!

• ibi desktop app cannot be running when capturing the software logs
• Please ensure show hidden files and folder is enabled.
  For more information please refer to the Microsoft Article 14201

1. Quit the ibi desktop app: Settings > Quit
2. Press Control+Alt+Delete to access the Task Manager
3. End any process that has ibi in the name (IE: ibi, ibikdd, ibisync, ibisync-motify, etc...)
4. Go to C:\Users\USERNAME\ and zip the .ibi directory
5. Go to C:\Users\USERNAME\AppData\Local\Temp and zip any file that contains the name ibi
6. Go to C:\Users\USERNAME\AppData\Roaming and zip the ibi and ibiDesktop directory
7. Go to C:\Users\USERNAME\AppData\Local\Temp\ and zip the ibi Crashes directory
8. Attach all zip files to the ibi support case

Get ibi Desktop App Logs from macOS

IMPORTANT!

• ibi desktop app cannot be running when capturing the software logs

• Press and hold the shift, command, and period keys on the keyboard to view hidden files and folders

1. Quit the ibi desktop app: Settings > Quit
2. Open the Mac Activity Monitor: Finder > Applications > Utilities > Activity Monitor
3. On the Upper right of Activity Monitor Search for ibi.
   End any ibi process that has ibi in the name
   
    IE: (ibiDesktop Finder Extension, ibiTrashObserver, ibi, ibikdd, ibisync, ibisync-motify, etc...)
   


• Click the ibi Process name.
• Click the black X on the upper left
• A Window pops up: click Force Quit to end the processes.
  


4. Open Finder, click Applications folder, click Utilities, open Terminal
5. Copy and paste the cd command as seen below into the macOS console and go to the Data directory
   
   cd  /Users/User_Profile/Library/Containers/com.ibi.Desktop.ibiDesktopFinderSync/Data/
   
6. Copy a paste the zip command as seen below into the macOS console to generate the zip file and verify the ibi_mac_app_logs.zip file was created on the Desktop.
   
   zip ~/Desktop/ibi_mac_app_logs.zip log/*.log Sync/log/*.log Sync/clients/local/*.log Sync/clients/local/config.xml Sync/clients/remote/*.log Sync/clients/remote/config.xml
   
   
7. Open Finder
8. From the Apple Menu, click on Go and Computer
9. Click the Mac's Internal hard drive
10. Click  users
11. Click the local Mac User Profile
12. Press and hold the shift, command, and period keys to view hidden files and folders
13. Locate the ibi (Hidden) Folder
14. Click the Control button on the keyboard + click the mouse, and choose Compress
    Wait for the folder to be compressed
15. Copy the ibi.zip folder to the desktop
16. Attach both ibi.zip and ibi_mac_app_logs.zip to the support case