MultiCharts Logs: Difference between revisions
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MultiCharts log files can be used by MultiCharts Technical Support team to explain | MultiCharts log files can be used by the MultiCharts Technical Support team to explain unexpected behavior in the software/its functions or when a situation is not clear and further analysis is needed. Logs, together with screenshots, videos, workspaces, exported scripts and exported symbols can be reviewed when investigating reported issues. | ||
<div style="background-color: #E3FBE5;">'''Note''': MultiCharts logs should not be analyzed by anyone not related to MultiCharts | <div style="background-color: #E3FBE5;">'''Note''': MultiCharts logs should not be analyzed by anyone who is not related to MultiCharts technical support when either a) diagnosing a particular program behavior or b) finding its solution. </div> | ||
==How Log Files Are Generated== | ==How Log Files Are Generated== | ||
By default when MultiCharts is installed, the standard level of logging is enabled. It is enough | By default when MultiCharts is installed, the standard level of logging is enabled. It is enough to investigate most issues and it doesn't slow down the operation system very much. From the moment Multichart's installer is run, software logs are written down in a particular location. Logs are generated when MultiCharts is launched, the software runs, and logs stay saved even after all MultiCharts products are closed down. The files will stay available no matter how much time has passed, but once MultiCharts is launched again some of the log files from the previous session might be erased and new files will be written in the same location. | ||
<div style="background-color: #E3FBE5;">'''Note''': MultiCharts logs and Order and Position Tracker logs are | <div style="background-color: #E3FBE5;">'''Note''': MultiCharts logs and Order and Position Tracker logs are completely different files and located in different folders. Order and Position Tracker data is stored in binary files and it is not erased on every restart of MultiCharts. Each tab in the Order and Position Tracker window is limited to show 10 000 lines. </div> | ||
==How to Send Log Files Using Feedback Application== | |||
In '''MultiCharts 10.0''' and higher versions | |||
#Go to '''Help''' in the main menu | |||
#Select '''Feedback''' | |||
#In the opened window check the boxes, according to the information that should be sent (move your cursor to "i" sign to find the description of what will be sent if the checkbox is enabled) | |||
#Make sure that you have "Upload collected data to Help Desk" box checked, so that we could receive the files | |||
#Describe what you were doing when the error occurred, steps how to reproduce the issue or any information that might be helpful | |||
#Type your email address and your name in the corresponding fields (they are required) and click '''Send''' button to upload the files to MultiCharts FTP Server | |||
Once all the files are successfully sent, a window with '''"Uploading collected data complete"''' message will appear. | |||
<div style="background-color: #E3FBE5;">'''Note''': If Feedback application cannot be accessed from MultiCharts, it is possible to open it from '''Windows Start menu''' or from the folder, where MultiCharts was installed, by default it is: | |||
*MultiCharts 32-bit version: C:\Program Files (x86)\TS Support\MultiCharts\FeedBack.exe | |||
*MultiCharts 64-bit version: C:\Program Files\TS Support\MultiCharts64\FeedBack.exe | |||
*MultiCharts .NET 32-bit version: C:\Program Files (x86)\TS Support\MultiCharts .NET\FeedBack.exe | |||
*MultiCharts .NET 64-bit version: C:\Program Files\TS Support\MultiCharts .NET64\FeedBack.exe | |||
</div> | |||
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==How to Send Log Files Using LogsCollector== | |||
In MultiCharts 9.0 and higher versions | |||
#Select '''Help''' in the main menu | |||
#Select '''Support''' | |||
#Click '''LogsCollector''' | |||
#Describe what you were doing when the error occurred | |||
#Click '''OK''' | |||
#Click '''Save''' | |||
#Type your name and your email address and click '''OK''' to upload the files to MultiCharts FTP Server. | |||
<div style="background-color: #E3FBE5;">'''Note''': Please send a description of the problem corresponding to the uploaded log files to [mailto:support@multicharts.com support@multicharts.com] or to the customer care representative you are working on the subject.</div> | |||
==How to Send Log Files== | ==How to Send Log Files== | ||
In MultiCharts 8.0 Release and higher versions | |||
#Select '''Help''' in the main menu | |||
#Select '''Feedback''' | #Select '''Feedback''' | ||
#Click '''Send logs''' | #Click '''Send logs''' | ||
<div style="background-color: #E3FBE5;">'''Note''': Please send the problem | <div style="background-color: #E3FBE5;">'''Note''': Please send a description of the problem corresponding to the uploaded log files to [mailto:support@multicharts.com support@multicharts.com] or to the customer care representative you are working on the subject.</div> | ||
For MultiCharts 8.0 Release Candidate and older versions (How to collect logs and send them) | |||
For MultiCharts 8.0 Release Candidate and | # Click the Windows Start menu by clicking on the '''Windows Start''' button. | ||
# Windows Start menu by clicking on the '''Windows Start''' button. | |||
# '''Programs''' / '''All Programs'''. | # '''Programs''' / '''All Programs'''. | ||
# '''MultiCharts''' (folder). | # '''MultiCharts''' (folder). | ||
# '''Logs''' ('''right-click''') → '''Properties''' → '''Open file location'''. | # '''Logs''' ('''right-click''') → '''Properties''' → '''Open file location'''. | ||
#: <div style="background-color: #E3FBE5;">'''Note''': In some cases the "Logs" icon may look like an unknown file due to your OS configuration. In most cases after | #: <div style="background-color: #E3FBE5;">'''Note''': In some cases the "Logs" icon may look like an unknown file due to your OS configuration. In most cases after repairing MultiCharts the icon returns the correct view (folder). </div> | ||
# In the opened window one can find folders with log files. | # In the opened window one can find folders with log files. | ||
#: <div style="background-color: #E3FBE5;">'''Note''': Log files of some supported brokers in MultiCharts (for example: Trading Technologies | #: <div style="background-color: #E3FBE5;">'''Note''': Log files of some supported brokers in MultiCharts (for example: Trading Technologies and others) or special extended logs are located one level up in the folder. Please, go one level up and follow the next step of the instructions to have all log files covering any possible issue. </div> | ||
# Select all folders and files (except Cache folder) → '''right-click''' on any of them → '''Send to''' → '''Compressed zip folder'''. | # Select all folders and files (except Cache folder) → '''right-click''' on any of them → '''Send to''' → '''Compressed zip folder'''. | ||
# The zipped archive should be forwarded to MultiCharts tech. support. | # The zipped archive should be forwarded to MultiCharts tech. support. | ||
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[[Category:Help]] | |||
