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How to create a FotoWeb debug log for troubleshooting

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When contacting FotoWare support for help troubleshooting your DAM, you may be asked to attach a debug log to the support case. This topic explains how to create a debug log. 

  1. Stop the FotoWeb service.

  2. Delete all current logs in C:\ProgramData\FotoWare\FotoWeb\Operations\Logs.

  3. Open the FotoWeb Settings app and go to Settings > System logging.

  4. From the Application trace files drop-down list, select Debug. 

fw_debug_logging.png

  1. Start the FotoWeb service.

  2. Repeat the steps in the FotoWeb UI that resulted in the faulty behavior.

  3. The following information is sent to the logs:

  • Windows event log - All log levels configured in settings and additional log metadata (key/value data in JSON format)
  • FWEvents.log - Only log levels Errors, Warnings and Information (and only if configured), and Tracing and Debug only if Enable Debug Logging is enabled in the Operations Center app.
  • Trace files - As configured in the FotoWeb settings app.

  1. It is also a good idea to note the time, as this makes it easier to look up the relevant log entries.

  2. Stop the FotoWeb service.

  3.  Zip all the debug logs in C:\ProgramData\FotoWare\FotoWeb\Operations\Logs and attach them to the support case.

  4. Turn off debug logging again (set it to Logging disabled).

  5. Start the FotoWeb service to resume normal operation.