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

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Overview

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 File

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:

   lsd_log_YYYY_M_D.txt

For example, a log file created for 2 July, 2021, would have the filename:

   lsd_log_2021_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. Normally Support only requires the latest log. If there are many log files, it is safe to delete all but the latest five.

Procedure

General

If it's not possible to generate the issue easily, or if asked for a specific or specific log files, use this procedure:

1. In Windows Explorer, open the log-file location.
2. Identify the required log file(s).

Producing a Truncated Log

If it's possible to generate the issue easily, use this procedure to produce a much shorter log, to make it easier to work with:

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, copy the latest log file elsewhere, to preserve it as short as possible.

Sending to Support

1. Zip the log file(s).
2. 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.

LDAP Import Log

See here for sending the LDAP Import Log.