If requested by Support team member please follow the following instructions to enable 'Troubleshooting Logging' for NetDocuments


Not all advanced logging is required  - only enable what you require to gain insight into. It is likely that you will need to enable this for ndOffice and ndMail which are the most common areas when trying to resolve issues with Word or Outlook.



ndOffice 


ndOffice logs are located at C:\Users\USERNAME\AppData\Local\NetDocuments\Logs.

When collecting trace logs for troubleshooting issues, it is important to collect clean logs and the local machine time of when the event errors.


This will significantly assist the log reader in identifying the relevant messages in the logs themselves.


The logs will contain many messages and errors as a part of the normal operation. Seeing an error in the logs is not an indication of an issue where intervention is required. As such, identifying the message or error specific to an event is facilitated if the timestamp of that event is provided with the logs. 


By default, trace logs are not enabled. You will need to modify the registry to enable this logging. 


When collecting the logs follow these steps to ensure that all of the details are collected correctly before submitting them for review.


Instructions to enable


1. Exit all Microsoft Office Products, Exit ND Office by clicking on ND icon in the tray near the time and exiting this programme. Then navigate to the log location C:\Users\USERNAME\AppData\Local\NetDocuments and locate the "Logs" folder.


2. Rename the logs folder to "Logs.old" (You will need to make sure that ndOffice is not running on the computer first otherwise it will prevent the rename of the folder.)


3. In the registry, enable Advanced (Trace) logging. 


How to Enable Advanced (Trace) Logging for NetDocuments

  1. Download the attached Registry Key called NDTracingEnable.reg.txt 
  2. Renaming the attachments to .reg from .txt  Here are instructions on how to rename file extensions in Windows
  3. Run the 'NDTracingEnable.reg' file on your computer (Administrator access will be required) 
  4. Reboot your computer


You can of course change this value manually if you are familiar with editing registry values.


Once applied correctly your registry should look like following.

ndoffice_reg.png


4. Next, restart ndOffice from the start menu. You should see a new Logs folder generate and populate new log files that include the word "Trace" e.g. WordAddInTrace.log. If you do not see these new trace logs appear you may need to verify that the registry settings were made correctly and restart ndOffice again.


5. Once you confirm that the trace logs are enabled and capturing. Run through the steps of replicating the error or behaviour you are investigating. Take note of the System time of the occurrence and include that in your ticket notes. Also, include any other details such as doc ID's, system information, error details, and duplication steps.


6. Once you have generated the necessary logs you can zip up the logs folder and attach them to the support ticket along with all of your notes.


7. If you do not anticipate needing to further gather logs on this machine you should follow these instructions.


How to Disable Tracing for NetDocuments

  1. Download the attached Registry Key called NDTracingDisable.reg.txt 
  2. Renaming the attachments to .reg from .txt  Here are instructions on how to rename file extensions in Windows
  3. Run the 'NDTracingDisable.reg' file on your computer (Administrator access will be required) 
  4. Reboot your computer


Once applied correctly your registry should look like following.

You can of course change this value manually if you are familiar with editing registry values.





Leaving this enabled will continue to gradually increase the size of these log files. This may or may not be an issue for you, depending on your environment.

 

ndMail

Predictive filing

ndMail Predictive filing logs are found at:C:\Users\USERNAME\AppData\Local\NetDocuments\ndMail.


When troubleshooting, you may need to collect fresh Trace logs and the system time of the errors occurring in the logs.


By default, trace logs are not enabled. You will need to modify the registry to enable this logging. To enable ndMail tracing the following:


1. In the registry navigate to Computer\HKEY_CURRENT_USER\Software\NetDocuments\ndMail Create the following as a string Value.

RestTracingEnabled

TracingEnabled

Set them with the value of "True"


ndmail_reg.png


2. Navigate to the log location C:\Users\USERNAME\AppData\Local\NetDocuments\ndMail\Logs and locate the "Logs" folder.


3. Rename the logs folder to "Logs.old" (You will need to make sure that ndOffice and ndMail are not running on the computer first otherwise it will prevent the rename of the folder.)


4.  Startup ndMail and ndOffice. You should see a new Logs folder generate and begin to populate log files that include the word "Trace". (e.g. ndMailOutlookAddInTrace.log) If you do not see these new trace logs appear you may need to verify that the registry settings were made correctly and restart ndMail and ndOffice again.


5. Once you confirm that the trace logs are enabled and capturing. Run through the steps of replicating the error or behavior you are investigating. Take note of the System time of the occurrence and include that in your ticket notes. Also, include any other details such as doc ID's, system information, error details, and duplication steps.


6. Once you have generated the necessary logs you can zip up the logs folder and attach them to the NetDocuments Support ticket along with all of your notes.


7. If you do not anticipate needing to further gather logs on this machine you should follow the steps to disable Trace Logging. Leaving this enabled will continue to gradually increase the size of these log files. This may or may not be an issue for you, depending on your environment.

 

Folder Mapping


Enabling logging for Folder mapping is different from ndMail Predictive filing. To enable Logging open Outlook and click the ndMail tab > More > Folder Mapping settings > Advanced. From the Advanced tab, tick the box for "Enable troubleshooting logging"


folder_mapping_logging.png

The Logs can be found at C:\Users\USERNAME\AppData\Local\NetDocuments\ndMail Folder Mapping\Outlook\Log

 

ndClick

To enable ndClick logs, right-click the ndClick icon in the system tray and select "Enable Support Logging".


On windows the logs can be found at C:\Users\USERNAME\ND Office Echo or wherever the ndOffice Echo folder is. The log is called ndClickLog.log.


ndclick_log.png

On a Mac You have to Navigate to /Users/support/Libary/ndClick. 


mac_ndclick_location.png

mac_ndclickc_folder.png

 

ndSync


In windows logs are found at C:\Users\USERNAME\AppData\Local\NetDocuments\ndSync\Logs or by clicking the ndSync icon > Gear > Help > Report a Problem > "View Logs".


If you are trying to capture very specific events that you can reproduce you may opt to rename the log folder to force ndSync to create a fresh log folder. 


ndSync_logs.png

On a Mac Logs can be navigated to the same way via Help > Report a Problem > "View Logs". You can also navigate directly to /Users/support/Libary/ndSync. 

 

ndMirror


If ndMirror REST Trace Logs need to be enabled for troubleshooting visit this article on how to enable and collect these logs.


Enabling REST Trace Logs for ndMirror