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. Open your BigMIND desktop software → Click on SettingsPreferences → Select the Enable advanced logging for debugging option → Save.
  2. Right-click on the BigMIND icon in the system tray (Taskbar), and select the Exit option.
  3. Start BigMIND again. (Start menu → All Programs → BigMIND → BigMIND)
  4. Replicate the problem or wait for it to happen as it usually does.
  5. Using the 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\BigMIND\Jobs\{6E820F39-1F0F-4C22-A9F6-5E7CAE6F6FA7}
    • YourUserName: Your Windows username.
    • AppData: Hidden Folder.
  6. Using the 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\BigMIND

  1. Open your BigMIND application → 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"
    • The BigMIND 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.
  6. 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"
    • The BigMIND 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.
  7. 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 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 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.