Generating Advanced Debugging Logs for Zoolz on macOS Machine

Introduction

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

Method 1: Terminal Logs

  1. Quit the Zoolz application by clicking Zoolz and/or Zoolz Restore icon(s) at the menu (top) bar → Quit.
  2. Ensure that all Zoolz-related processes are safely terminated, by clicking Go on the Finder bar→ Utilities → Activity Monitor → Search for any BigMIND processes. If found, manually terminate them.
  3. From the Finder bar, click Go → Utilities → Double-click the Terminal option.
  4. 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.app/Contents/MacOS/Zoolz"
    • The Zoolz application will be running after the last command. Keep the Terminal window open and replicate the problem you are having, or just wait for it to happen as it usually does. When that happens, send us the Terminal output by going to the Shell Menu → Choose the Export Text As option → Save the generated file and send it to us.
  5. 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/ZoolzRestore.app/Contents/MacOS/ZoolzRestore"
    • The Zoolz Restore application will be running after the last command. Keep the Terminal window open and replicate the problem you are having, or just wait for it to happen as it usually does. When that happens, send us the Terminal output by going to the Shell Menu → Choose the Export Text As option → Save the generated file and send it to us.

 

Method 2: Application Internal Logs

  1. Open the Zoolz application and click the Settings button.
  2. From the left-side panel of the Settings window, click on Preferences.
  3. Refer to the General tab and check the Enable advanced logging for debugging option.
  4. Click the Save button to save the changes, and go back to the Dashboard window.
  5. Quit the Zoolz application by clicking Zoolz and/or Zoolz Restore icon(s) at the menu (top) bar → Quit.
  6. Ensure that all Zoolz processes are safely terminated, by clicking Go on the Finder bar→ Utilities → Activity Monitor → Search for any Zoolz processes. If found, manually terminate them.
  7. Open the Zoolz application again from your Applications folder.
  8. Replicate the problem you are having, or just wait for it to happen as it usually does.
  9. Click Go on your Finder bar → Go to folder.. → Type ~/.config/ and hit Enter → Genie9 → Zoolz → Jobs → {Numbered Folder} → Logs → Right-click the Logs folder there → Select the Compress “Logs” option. A new compressed file (Logs.zip) will be created, send it to us.

 

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