201012 - ECHO/PULSE - Windows - Critical error at startup. Unable to get Log Files using Echo or Livescribe Desktop

Windows - Critical error at startup.  Unable to get Log Files using Echo or Livescribe Desktop.

Sending us system, event, and Echo Desktop or Livescribe Desktop log files can help us trouble shoot when there are issues with Desktop crashing.

For the system information please go to:

  1. Windows 8 - Mouse over the lower left corner of the screen to get the Start icon to appear, right-click, and select "Run".  Windows 7 - Click on the "Start" button and then click in the "Search programs and files" field.  Windows Vista - Click on the "Start" button and then click in the "Search programs and files" field.  Windows XP - Click on the "Start" button and click "Run".
  2. In the field type "msinfo32" and click "OK".
  3. Click "File" and then "Export…" (not "Save").
  4. Give the file a name and save the file to your desired location.
  5. Attach the file to your cs@livescribe.com email.

To capture the Windows Event log:

  1. Windows 8 - From the Start screen type "computer", select "Apps" on the right, right-click "Computer", and select "Manage" from the options at the bottom of the screen.  Windows 7/Vista/XP - Click the Windows "Start" button, right-click "My "Computer" (7 & Vista) / "Computer" (XP), and left-click on "Manage".
  2. Under "System Tools" double-click "Event Viewer".
  3. For Windows 7 & Vista users double-click "Windows Logs".
  4. Right-click "Application" and select "Save All Events As…" (7) / "Save Events As…" (Vista) / "Save Log File As…" (XP).
  5. Change the file extension from "Event Log (*.evt)" to "Text (Tab delimited) (*.txt)", give the file a name and save it to your desired location.
  6. Attach the file to your email.

To get the Livescribe logs you will first need to make sure hidden folders are visible.  To do so:

  1. Windows 8/10 - Mouse over the lower left corner of the screen to get the Start icon to appear, right-click, and select "control Panel".  Windows 7/Vista/XP - Click on the Windows "Start" button and select "Control Panel".
  2. Windows 8/10/7/Vista - From Category view, click on "Appearance and Personalization" and select "Show Hidden Files or Folders".  From Icons view double-click "Folder Options" and select the "View" tab. Windows XP - Double-click "Folder Options" and select the "View" tab.
  3. Under the "Hidden files and folders" section, if not already selected, select the radio button labeled "Show hidden files and folders" and click "OK".

Now you can access the "Log" folder.  To do so:

  1. Windows 8/10 - Mouse over the lower left corner of the screen to get the Start icon to appear, right-click, and select "File Explorer".  Windows 7/Vista/XP - Right-click on your Windows "Start" button and select "Open Windows Explorer" (7) / "Explore" (Vista/XP).
  2. Windows 8/10/7/Vista users navigate to "C:\Users\your_windows_account_name\AppData\Local\Livescribe". Windows XP users navigate to "C:\Documents and Settings \your_windows_account_name\ Local Settings\Application Data\Livescribe".
  3. Right click on the "Log" folder and select "Send to >" / "Compressed (zipped) Folder".  
  4. In the Compressed (zipped) Folder dialog window click "Yes".
  5. Attach the newly created "Log.zip" file to your email.

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

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