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 logs, please:

  1. Open your Zoolz desktop software → Click on SettingsPreferences → Select the Enable advanced logging for debugging option → Save.
  2. Right-click on the Zoolz icon in the system tray (Taskbar), and select the Exit option.
  3. Start Zoolz again. (Start menu → All Programs → Zoolz → Zoolz)
  4. Replicate the problem or wait for it to happen as it usually does.
  5. Using Windows Explorer, go to the folder mentioned below → Copy the Logs folder which you will find there to any another location (Such as the Desktop) → Compress the copied Logs folder to .zip and send it to the Technical Support team.
    C:\Users\YourUserName\AppData\Roaming\Genie9\Zoolz\Jobs\{6E820F39-1F0F-4C22-A9F6-5E7CAE6F6FA7}
    • YourUserName: Your Windows username.
    • AppData: Hidden Folder.
  6. Using Windows Explorer, go to the folder mentioned below → Copy the Logs folder which you will find there to any another location (Such as the Desktop) → Compress the copied Logs folder to .zip and send it to the Technical Support team.
    C:\Program Files\Genie9\Zoolz2

Terminal Logs

  1. Quit the Zoolz application by clicking Zoolz and/or Zoolz Restore icon(s) at the Finder bar → Quit.
  2. Ensure that all Zoolz related processes are safely terminated, by clicking Go on the Finder bar→ UtilitiesActivity 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.

 

Application Internal Logs

  1. Open your Zoolz application → Settings  PreferencesGeneral → Make sure the Enable Advanced Logging option is enabled → Save.
  2. Quit Zoolz by clicking Zoolz and/or Zoolz Restore icon(s) at the Finder bar → Quit.
  3. Ensure that all Zoolz processes are safely terminated, by clicking Go on the Finder bar→ UtilitiesActivity Monitor → Search for any Zoolz processes. If found, manually terminate them.
  4. Open the Zoolz application again from your Applications folder.
  5. Replicate the problem you are having, or just wait for it to happen as it usually does.
  6. Click Go on your Finder bar → Go to folder.. → Type ~/.config/ and hit Enter → Genie9ZoolzJobs → {Numbered Folder} → Logs → Right-click the Logs folder there → Select the Compress “Logs” option. A new compressed file (Logs.zip) will be created, email it to us.