Layton ServiceDesk - Procedures - General - Sending Log Files to Support

From Layton Support
Jump to: navigation, search

Btn back up.png Back to Contents



Occasionally Layton Technology Support may request your log files in order to investigate a reported problem. We will need the log files that are relevant to the time at which the problem occurred.

Location of Log Files

Application Log

The application log is a log file relating to the function of the application in general. This is the most commonly requested log file.

These log files are located in:

   C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LogFiles\

The filename structure is:


For example, a log file created for 6 September, 2019, would have the filename:


Sort the list by Date Modified, in reverse-chronological order (latest on top).

A separate log file is created for each calendar day. Normally Support only requires the latest log. If there are many log files, it is safe to delete all but the latest five.

LDAP Import Log

This type of log relates to importing End Users and Analysts via LDAP.

Primary Method

These log files are located from within the Layton ServiceDesk Administration page:

   Administration > Utilities > LDAP (AD) Import End User > View Log
   Administration > Utilities > LDAP (AD) Import Analyst > View Log

Click a log name to invoke a browser Open/Save process. Save the file to the desktop.

Secondary Method

Alternatively, these logs can be located within Windows Explorer:

   C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\HB_Data\Export\

The End User log filename structure is:


The Analyst log filename structure is:


In both cases, the string XXXXXXXXXXXXXXXXXXXX is a random number. Check the Date Created to determine which log is relevant.


  1. If possible, generate the issue again.
  2. In Windows Explorer, open the log-file location(s).
  3. Identify the required log file(s).
  4. Zip the log file(s).
  5. Email to [email protected].

In rare instances where the log files are over 2Mb once zipped, please send the .zip file to Support via our upload service.

Personal tools

Main Page
Online User Guides
General Support
Release Notes