201020 - ECHO/PULSE - Mac - Requesting Log Files and Screenshot(s)

How can I access Mac log files and screen shot(s)?

Sending us system and Desktop log files can often help us trouble shoot when there are issues with Desktop software or a smartpen. If appropriate screenshots of the problem may also be helpful. 

NOTE:  We only support Echo Desktop, so if you haven't installed the latest version please go to http://www.livescribe.com/en-us/support/echo/setup/.

If you still have an issue:

System Information

To get the system information, please click the Apple icon in the upper left of your desktop and select "About This Mac".

What is the "Version" number of your Mac OS?

With the "Version" window still open please:

  1. Yosemite, Mavericks, Mountain Lion and Lion - Select the "System Report…" button from within the "Overview" tab and then from the top menu options select "File > Save…"  Snow Leopard and Leopard - Click the "More Info…" button and then from the top menu options select "File > Save As…"
  2. Change the "Where:" location to your Desktop and click the "Save" button. 
  3. Drag the "SPX" file that is on your Desktop into the body of your cs@livescribe.com email.

Screen Shot (if appropriate)

To capture a screen shot and place it on your Desktop:

  1. Press "shift-command-3" on your keyboard.
  2. Drag the screen shot(s) into the body of your cs@livescribe.com email.

Log Files

To get the Livescribe logs please:

  1. Dock the smartpen you are having an issue with (if applicable).
  2. Open Echo Desktop or Livescribe Desktop if it doesn't open automatically. 
  3. Hold the keyboard "control" key down and select from the top menu "Tools > Customer Support > Gather Debug Logs…" 
  4. At the prompt, check-mark the "Include additional information" box. 
  5. Click the "I've talked to Echo/Livescribe Desktop Support" button.  A "Log" window will open.  Allow a few moments for the logs to generate.  The file "Please wait…" will change to "logs_YYYY-MM-DD.zip".   
  6. From the "Logs" window drag the "logs_YYYY-MM-DD.zip" file into the body of your cs@livescribe.com email (please make sure it shows as an attachment before sending).

We appreciate this information and will use this to research your issue.

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