Question

How can I produce a detailed log file for support?

Answer 1

When we're asked to troubleshoot a problem, we often ask users to send us a 'clean debug log'. What we mean by 'clean debug log' is a log file that contains, as far as possible, only information related to the problem at hand.
The steps for producing a 'clean debug log' are as follows:
SHORT VERSION:

1. Set the logging level to Debug
2. Stop the CompleteFTP service
3. Delete the existing log file
4. Start the CompleteFTP service again
5. Reproduce the error
6. Send us the (zipped) log file

LONG VERSION:

1. Set the logging level to Debug:
   1. Open CompleteFTP Manager and connect.
   2. Select Logs from the menu.
   3. Set the Logging level to 'Debug' and click 'Apply Changes'.
   4. Close CompleteFTP Manager.
2. Stop the CompleteFTP service:
   1. Open the Services item in the Windows Control Panel.
   2. Select CompleteFTP and hit the stop button.
3. Delete the existing log file:
   1. Select 'Log Files' from the CompleteFTP start menu.
   2. Find 'Diagnostics.log' and delete (or rename) it.
4. Start the CompleteFTP service again:
   1. Open the Services item in the Windows Control Panel.
   2. Select CompleteFTP and hit the start button.
5. Reproduce the error:
   1. Do whatever it was that caused the error. E.g. connecting with an SFTP client and getting an error.
6. Send us the (zipped) log file:
   1. Select 'Log Files' from the CompleteFTP start menu.
   2. Zip up the Diagnostics.log file and e-mail it to us

If you are having difficulty getting the manager to connect, see this FAQ:
http://www.enterprisedt.com/forums/viewtopic.php?t=4230