Send a CompanionLink PC Sync Log

CompanionLink 8 and 9 Logging Instructions:

1. Open CompanionLink on the PC
2. Press Ctrl-SHIFT-L, click "Ok"
3. Reproduce the issue you are having (Preform a Sync or move through the settings).
4. From CompanionLink main menu, click Settings on the left, Advanced in the bottom left, and find the Support tab at the top.
5. In the General group, select Email Support. This opens an email and a file Explorer.
6. From the File Explorer, drag the companionlinklog.zip file into the open Email and click send.

• If the purpose of the log is to track missing Contacts, Calendar or Task items, please name the item that appears so that we can track it within the log. Giving us two-three examples will help us speed a response.
• If you have a CompanionLink Case or Ticket number, please include it in your email message.

CompanionLink 7 Logging Instructions:

1. Open CompanionLink on the PC.
2. Press Ctrl-SHIFT-L and click "Ok" on "Logging Enabled."
3. Reproduce the steps that resulted in the issue (i.e. run a sync or go through the settings)
4. Press Ctrl-SHIFT-D, from the File Explorer that opens, find and right click on the companionlinklog.log file and select "Send To..." and choose "Compressed (Zipped) Folder"
5. Reply to this email message and attach the companionlinklog.zip file.
   

• If the purpose of the log is to track missing Contacts, Calendar or Task items, please name the item that appears so that we can track it within the log. Giving us two-three examples will help us speed a response.
• If you have a CompanionLink Case or Ticket number, please include it in your email message.

CompanionLink "5 Day" Logging Instructions:

5 day logging is used to capture intermittent issues.

1. Open CompanionLink on the PC
2. Press Ctrl-SHIFT-U. Put a check next to Logging and change the drop down to 5 days.
   
3. Click Ok at the bottom, then the X in the top right.

Use CompanionLink normally and if the issue recurs within the next 5 days, use these steps to collect the log:

1. Reopen CompanionLink on the PC and press Ctrl-SHIFT-D
2. Find and right click on the companionlinklog.log file and select 'Send To...' and choose 'Compressed (Zipped) Folder.'
3. Reply to this email message and attach the companionlinklog.zip file found in the folder from step 3.

• If the purpose of the log is to track missing Contacts, Calendar or Task items, please name the item that appears so that we can track it within the log. Giving us two-three examples will help us speed a response.
• If you have a CompanionLink Case or Ticket number, please include it in your email message.

Logging Instructions for Device and PC:

If an issue needs both a PC and a Device log, use the following guides.

iPhone-iPad:

• https://www.companionlink.com/support/kb/Send_a_DejaOffice_for_iPhone-iPad_Log

Android:

• https://www.companionlink.com/support/kb/Send_a_DejaOffice_for_Android_Log

DejaOffice PC CRM Sync Logging Instructions:

Sending a DejaOffice PC CRM log:

1. Open DejaOffice PC CRM.
2. Select Settings, select Support Settings and put a check in "Start Logging".
3. Reproduce the issue you are having. (Move through the settings, edit a record, etc).
4. Reopen DPC, select Settings, select Support Settings, select Email Support, choose only "Include Logs" and click Ok.
5. Drag the "DejaOffice Support.zip" file into the email template that opens to attach the file.
6. Change the email subject to the Ticket Number provided by the technician.

Sending a DejaOffice PC CRM Sync log:

1. Open DejaOffice PC CRM.
2. Select Settings, select Support Settings and put a check in "Start Logging".
3. Reproduce the issue you are having. (Run a Sync).
4. Reopen DPC, select Settings, select Support Settings, select Email Support, choose only "Include CompanionLink Data" and click Ok.
5. Drag the "DejaOffice Support.zip" file into the email template that opens to attach the file.
6. Change the email subject to the Ticket Number provided by the technician.