Signiant Support

Turning On and Collecting Signiant App Debug Transfer Logs Print


There might be instances when you need to turn on and collect Signiant App transfer debug logs.

The following procedures explain how to do this for Windows and OS X.

For more Signiant App Client troubleshooting information, read the Signiant App Client Troubleshooting Guide.

Windows: Turning On and Collecting Debug Transfer Logs

To turn on debug mode, modify the SigniantClient.json file.
  1. To locate the AppData folder, click the Windows Start button, in the search box type %appdata% and press Enter. (Alternatively, use Windows Explorer to navigate to C:\Users\<username>\AppData\.)
  2. Within the AppData folder, open Roaming > Signiant.
  3. In a text editor such as Notepad, open the SigniantClient.json file.
  4. Locate "log-level" : "info” and change it to “log-level” : “debug”.
  5. Ensure that "log-level-overrides" looks like
                {
             "category" : "Transfer",
             "level" : "debug"
          }​
  6. Once you’ve made this change, restart the application. Open the Task Manager by pressing Ctrl+Alt+Delete and select Task Manager. Select the Processes tab, find SigniantClient.exe and SigniantUser.exe and then end both of those processes.
     
    Note: Making this change slows down your system and starts to take up a lot of drive space for debug level logs. Do not leave your Signiant App running in debug mode. After you have determined the source of the problems, revert back by changing debug back to info.
  7. Now revisit the portal and reload the Signiant App. Now when the transfer fails the logs will be more detailed.

    These logs are located in C:\Users\<username>\AppData\Roaming\Signiant\Logs
For further support please email a copy of these logs with details of the problem to support@signiant.com.

OS X: Turning On and Collecting Debug Transfer Logs

To turn on debug mode, you need to modify the SigniantClient.json file.
  1. Press Command ⌘ + spacebar, type Terminal and press Enter.
  2. Type: vim ~/Library/Preferences/com.signiant.SigniantClient.json.
  3. To start Insert mode, press i.
  4. User the arrow keys to navigate to "log-level" : "info” and change this to “log-level” : “debug”.
  5. Ensure that "log-level-overrides" looks like
          {
             "category" : "Transfer",
             "level" : "debug"
          }​
  6. Press Esc.
  7. To write to and then quit vim, type :wq.
  8. Restart the application. To open Activity Monitor, press Command ⌘ + spacebar, type Activity Monitor and press Enter. Click the Network tab, double-click SigniantClient and then click Quit
  9. Click Force Quit
Note: Making this change slows down your system and takes up a lot of drive space for debug level logs. Do not leave your Signiant App running in debug mode. After you have determined the source of the problems, revert back by changing debug back to info.
 
Return to the portal and reload the Signiant App, when the transfer fails more detailed logs are returned.
 
These logs are located in ~/Library/Logs/Signiant/

To view any of these logs run one of the following commands:
open -a textedit SigniantApp.log
open -a textedit SigniantClient.log
open -a textedit SigniantUser.log


For further support please email a copy of these logs with details of the problem to support@signiant.com.