Even though we are spending a lot of time to make sure the product is stable and robust, issues come up every so often. Sometimes software behaves in an unexpected and erroneous way and CloudBerry Explorer is not an exception. But we believe a hallmark of the great software company is not that the product is error free, but the way how quickly support team can react on the issue and offer a solution. CloudBerry lab is set out to offer an outstanding service even for a freeware version of S3 Explorer and we treat every customer request with the highest possible priority.
To make it easier for our customers to provide us with exhaustive information about the issue we implemented a diagnostic log, an easy way to turn it on and send to CloudBerry lab support stuff.
Note: this post applies to CloudBerry Explorer 1.4.1 and later.
Configuring diagnostic log
To configure diagnostic log go to Tools-> Options in the program menu and go to Diagnostic and logging tab on the property pages dialog. You can set to things here Logging level and Path to the log file.
There are three logging level available.
1. No log – no logging at all
2. Low level – log only error codes of the responses , only ERRORs are logged
3. High level – try to log as much information as possible
Low level is a default level
What information is stored in the log file
Under no account CloudBerry lab stores any sensitive customer information in the log file such as Amazon access identifiers.
We only store the data that would help us to diagnose and identify an error and as a result to help a customer.
How to view the log file and how to send it to CloudBerry lab support
To view diagnostic log go to Tools->Diagnostic in the program menu. This will open a window similar to the one on the screenshot. Here you can review diagnostic log contents and send it to support team.
Note: There is a difference between the diagnostic info that you see in on screen and the log file, which is not obvious at first sight. Diagnostic info contains general system information about your operating system and environment and a set of “in-memory” operations with all the details; log file contains logging activity depending on Logging level.)
If you click Send button it will create an email using your default mail client and put the diagnostic log in the \body of the message. All you have to do is to send an email and CloudBerry support will contact you as soon as it can.
What if I don’t use standalone email client?
If you don’t use a standalone email client and want to attach the log file to the email message using your web based email client such as Google mail or simply want to find where you log file is you can click Open n Folder button. It will open the folder where the log files are located. Basically log files are stored in the user profile.
As you can notice a separate log file is created every day you use the product
One final note is that you don’t have to worry about unlimited growth of the log file. It will be truncated automatically when it reaches a certain size.
Conclusion
We are trying to make our customer experience as smooth as possible and it is not limited to the product features, performance and usability. When it comes to communication with our support department we are set to offer an excellent service and resolve issues quickly. Easy to set up diagnostic log is a step towards increasing our customer satisfaction.
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