Error Troubleshooting

General Troubleshooting Steps

• Try our online demo and see if you can reproduce the issue.
• Check the console or network log and report any errors.
• Enable and collect verbose logs (detailed below).

Enable and Collect Verbose Logs

1. Remove old log files in the log folder under the service’s installation folder.
2. Set the log level:
   • Option A (only recommended for v18.0+) - Single client machine troubleshooting: Add the line LogLevel=14 to DSConfiguration.ini on the machine. Find the DSConfiguration.ini file in the parent directory of the log directory.
   • Option B - Single client machine troubleshooting: Go to the Dynamic Web TWAIN-integrated application, press F12 to open the development tools, switch to “console” tab, and enter the command DWTObject.LogLevel = 1 to enable debugger mode.
   • Option C - Troubleshoot all client machines (application wide): set LogLevel to 1 in your application code. This property should be set as soon as the WebTwain instance is created. For example, in the event Dynamsoft_OnReady

      function Dynamsoft_OnReady() {
        DWTObject = Dynamsoft.DWT.GetWebTwain("dwtcontrolContainer");
        DWTObject.LogLevel = 1;
      }
     

3. Perform a hard refresh (Ctrl + F5) on the application web page and attempt to reproduce the issue. To expedite issue identification, we would greatly appreciate it if you could create a .txt file that records the time when the issue occurred and place the file in the same log folder.
4. Zip the log folder and share with Dynamsoft Support Team via email.
5. Please remember to either remove the LogLevel entry from the DSConfiguration.ini file or set DWTObject.LogLevel back to its default value (0) to disable the debugger mode. Otherwise, verbose logging will affect operation speed.

Original post creation date: Dec 03, 2021

Last modified date: Oct 24, 2025