For troubleshooting purposes, the Technical Support may ask for trace logs of the program. Please note that these logs do not contain any passwords or personal information.

If you are a user with assigned policy, then click here to know how to generate the logs.

To enable the advanced logging option and generate the logs, here is what you need to do:

  1.  Right-click on the Zoolz Intelligent icon in the system tray (Taskbar), and select the Open Dashboard option.
  2. Click on SettingsPreferences → Select the Enable advanced logging for debugging option → Save.
  3. Right-click on the Zoolz Intelligent icon in the system tray (Taskbar), and select the Exit option.
    Exit Zoolz Intelligent
  4. Start Zoolz Intelligent again. (Start menu → All Programs → Zoolz Intelligent → Zoolz Intelligent)
  5. Replicate the problem.
  6. Now, copy/paste the following URL into your Windows explorer address bar, and hit Enter:
    %appdata%\Genie9\Zoolz Intelligent\Jobs\{6E820F39-1F0F-4C22-A9F6-5E7CAE6F6FA7}
    Explorer Intelligent Folder
  7. Copy the Logs folder to a known location (Such as the Desktop) → Compress the folder to .zip and send it to the support.
  8. Refer to this location: C:\Program Files\Genie9\Zoolz Intelligent → Copy the Logs folder from there to another location → Compress the folder to .zip and send it to the support.

  1. Open Zoolz Intelligent → Settings  PreferencesGeneral → Make sure the Enable Advanced Logging option is enabled → Save.
  2. Quit Zoolz Intelligent Ctrl-Clicking Zoolz Intelligent and/or Zoolz Intelligent Restore icon(s) at the Finder bar → Quit.
    Exit
  3. Ensure that all processes safely terminated, by clicking Go on the Finder bar→ UtilitiesActivity Monitor → Search for any Zoolz Intelligent processes. If found, manually terminate them.
  4. From the Finder bar, click Go → Utilities → Double-click the Terminal option.
  5. If your issue is in the Backup process, then copy the following command as it is (With the double quotation marks) to the terminal window, and press Enter:

    “/Applications/Zoolz Intelligent.app/Contents/MacOS/Zoolz Intelligent”

    However, if your issue is in the Restore process, then copy the following command as it is (With the double quotation marks) to the terminal window, and press Enter:

    “/Applications/Zoolz Intelligent Restore.app/Contents/MacOS/Zoolz Intelligent Restore”

    Zoolz Intelligent/Zoolz Intelligent Restore should be running after the last command. Please keep the Terminal window open so you can record each step including when the issue occurs. When that happens, please go to the Shell Menu → Choose the Export Text As option → Save the generated file and send it to us.
  6. Right click on Finder icon → Go to folder.. → Type ~/.config/ and hit Enter → Genie9Zoolz IntelligentJobs → {Numbered Folder} → Logs → Select all the text files located under the Logs folder → Right-click it → Compress Items → Provide us with the compressed file.

  • AppData and Application data are hidden folders in Windows.
  • If you are interested viewing hidden files in MAC OS, here is what you need to do:
    – From the Finder bar, click Go → Utilities → Double-click the Terminal option → In the opened Terminal window, copy and paste the following line:
    defaults write com.apple.Finder AppleShowAllFiles TRUE
    – Press Return → Hold ‘alt’ on the keyboard and right-click on the Finder icon → Click on Relaunch.
  • If you have an Anti-Virus installed, please try to exclude the following directory from being scanned, to avoid slow performance while the logs are being generated:
    For Windows Vista, 7, 8, 10, 2008, 2012:
    C:\Users\(Your Username)\AppData\Roaming\Genie9

    For Windows XP/2003:

    C:\Documents and Settings\(Your Username)\Application Data\Genie9