MultiCharts Logs

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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.

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.

How Log Files Are Generated

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.

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.

How to Send Log Files Using Feedback Application

In MultiCharts 10.0 and higher versions

  1. Go to Help in the main menu
  2. Select Feedback
  3. 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)
  4. Make sure that you have "Upload collected data to Help Desk" box checked, so that we could receive the files
  5. Describe what you were doing when the error occurred, steps how to reproduce the issue or any information that might be helpful
  6. 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.

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



How to Send Log Files Using LogsCollector

In MultiCharts 9.0 and higher versions

  1. Select Help in the main menu
  2. Select Support
  3. Click LogsCollector
  4. Describe what you were doing when the error occurred
  5. Click OK
  6. Click Save
  7. Type your name and your email address and click OK to upload the files to MultiCharts FTP Server.
Note: Please send a description of the problem corresponding to the uploaded log files to support@multicharts.com or to the customer care representative you are working on the subject.

How to Send Log Files

In MultiCharts 8.0 Release and higher versions

  1. Select Help in the main menu
  2. Select Feedback
  3. Click Send logs
Note: Please send a description of the problem corresponding to the uploaded log files to support@multicharts.com or to the customer care representative you are working on the subject.

For MultiCharts 8.0 Release Candidate and older versions (How to collect logs and send them)

  1. Click the Windows Start menu by clicking on the Windows Start button.
  2. Programs / All Programs.
  3. MultiCharts (folder).
  4. Logs (right-click) → PropertiesOpen file location.
    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).
  5. In the opened window one can find folders with log files.
    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.
  6. Select all folders and files (except Cache folder) → right-click on any of them → Send toCompressed zip folder.
  7. The zipped archive should be forwarded to MultiCharts tech. support.