Diagnostic logs are helpful for analyzing any unexpected behavior of Desktop Connector. For example, logs are helpful if the Desktop Connector sync engine stops working on a specific file, folder, or both.
To generate diagnostic logs, the general workflow is as follows:
Use this document as a guide to collect Diagnostic Logs by following each topic and the steps as shown.
Start and configure the Diagnostics Mode before creating log files and use the Verbose logging option to gather detailed error reports:
Right-click the tray icon.
Hold the Shift key and click the gear in the top right of the home screen.
Select Help and then select Diagnostics Mode
Select Verbose in both drop-down menus.
Click Save Changes
Close the window by selecting the x in the upper right corner.
Click the Desktop Connector tray icon. If you right-click the tray icon the dialog box will appear and you can move directly to step 3.
Click the Gear in the top right of the home screen.
Select Help.
Select Diagnostics Logs.
Click Open File Location to access your logs.
The default path for storing log data is:C:\Users\<username>\AppData\Local\Autodesk\Desktop Connector Diagnostics
.
You can then take the compressed ZIP file and contact Autodesk Support to log a ticket and troubleshoot the issue.
If Desktop Connector doesn't start or crashes at start, the Diagnostic Logs can be captured manually.
C:\Program Files\Autodesk\Desktop Connector and run the file ADriveDiagnosticsMode.exe
.C:\Program Files\Autodesk\Desktop Connector\DiagnosticLogsCollector and run the file DiagnosticLogsCollector.exe.
C:\Users\<username>\AppData\Local\Autodesk\Desktop Connector Diagnostics
.Starting with version 16.4 of Desktop Connector the Diagnostic Log collector will also gather a list of files and folders which have not yet been synced. You can view the synced data by following these steps.
Sync data for files and folders will now be a part of the log ZIP file found here: C:\Users\<username>\AppData\Local\Autodesk\Desktop Connector Diagnostics\AutodeskDesktopConnectorDiagnostics 2023-xx-xx.zip\UnSyncFileInfo\UnSyncDataInfo
.
The file or folder contains a list of unsynced
files that are pending sync and should attempt to sync. If the file does not attempt to sync you may need to Reset Desktop Connector.
The file contains a list of excluded
files which are files that will not attempt to sync. This could be files that have been added while Desktop Connector was not running, or files that Desktop Connector is filtering out from uploading (possibly not supported by the server). If files are added while Desktop Connector is not running they will not sync, you will need to readd that file while Desktop Connector is running.
With v16.6 of Desktop Connector we now will also collect data for unsynced folders. That data can be found in the same folder location within the zip file named UnSyncDataInfo
. Then under the file named UnSyncFolderData.txt
.
UnSyncFileData.txt
file and the UnSyncFolderData.txt
showing no unsynced files or folders. Both text files are found within the same location.Related Concepts: