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 BigMIND 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 BigMIND icon in the system tray (Taskbar), and select the Exit option.
  4. Start BigMIND again. (Start menu → All Programs → BigMIND → BigMIND)
  5. Replicate the problem.
  6. Now, copy/paste the following URL into your Windows explorer address bar, and hit Enter:
    %appdata%\Genie9\BigMIND\Jobs\{6E820F39-1F0F-4C22-A9F6-5E7CAE6F6FA7}

  7. Copy the Logs folder to a known location (Such as the Desktop) → Compress the copied Logs folder to .zip and send it to the support.
  8. Refer to this location: C:\Program Files\Genie9\BigMIND → Copy the Logs folder from there to another location → Compress the copied Logs folder to .zip and send it to the support.

  1. Open BigMIND → Settings  PreferencesGeneral → Make sure the Enable Advanced Logging option is enabled → Save.
  2. Quit BigMIND by Ctrl-Clicking BigMIND and/or BigMIND 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 BigMIND 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/BigMIND.app/Contents/MacOS/BigMIND”

    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/BigMIND Restore.app/Contents/MacOS/BigMIND Restore”

    BigMIND/BigMIND 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 → Genie9BigMINDJobs → {Numbered Folder} → Logs → Select all the text files located under the Logs folder → Right-click it → Compress Items → Provide us with the compressed file.

  1. Open the BigMIND app → Tap the Menu icon () at the upper left corner → Settings → Make sure the Enable Debug Logs option is selected → Go back to the Dashboard screen of the app.
  2. Exit the BigMIND app.
  3. Replicate the problem you are having. Try to do this multiple of times in order for the app to write as much info as possible into the logs.
  4. Send us the logs by going to your My files app → SD Card (If you’ve no SD card, please select the device’s memory) → Zoolz IntelligentLogs → Long press the file(s) inside it (ZoolzIntelli.log) → Tap Share → Send it to support@zoolz.com.

  1. Open your BigMIND app and replicate the problem you are having. Try to do this multiple of times in order for the app to write as much info as possible into the logs.
  2. Tap the Menu icon () at the upper left corner → Settings → Tap the Send Logs option → Send it to support@zoolz.com.

 

  • 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:
    C:\Users\(Your Username)\AppData\Roaming\Genie9