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

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Overview

The Application Log is a log file relating to the function of the application in general. Occasionally Layton Technology Support may request a log file in order to investigate a reported problem.

This specific procedure will produce a log that covers the time as close to the issue as possible, to make it easier to analyse.

Location of Log File

These log files are located in:

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

The filename structure is:

   lsd_log_YYYY_M_D.txt

For example, a log file created for 2 July, 2023, would have the filename:

   lsd_log_2023_7_2.txt

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

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

Procedure

Producing the Truncated Log File

1. In the Windows Services console, stop the LaytonServiceDesk service. This is necessary to stop it writing to the log file.
2. In Windows Explorer, open the log-file location.
3. Sort the folder by Date Created, to identify the latest log file.
4. If Support asks you to, move the log file elsewhere as a backup, otherwise, delete it.
5. Start the LaytonServiceDesk service.
6. Generate the issue again.
7. In Windows Explorer, as quickly copy the latest log file elsewhere. This will ensure that it is as short as possible.

Sending to Support

1. Zip the log file.
2. In the Customer Support Portal, create a new comment for your ticket, and attach the zip file.
3. Alternatively, 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.

Other Log Procedures

Application Log - Full

If instructed by Support, see here for sending a non-truncated Application Log.

LDAP Import Log

See here for sending the LDAP Import Log.