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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)

How to enable and collect verbose log

  1. Remove any old log files from
    • Windows C:\Windows\SysWOW64\Dynamsoft\DynamsoftServicex64_{versionnumber}\log or C:\Users\{UserName}\AppData\Roaming\Dynamsoft\DynamsoftService\log
    • macOS, Go > Applications > Dynamsoft > DynamsoftServicex64_{versionnumber} > {installed version No.} > log
    • Linux: /opt/dynamsoft/DynamsoftService/log
  2. Set the log level
    • Option A - (Only recommended for v18.0+) For only one client machine, add the line LogLevel=14 to DSConfiguration.ini on that specific machine. To find the DSConfiguration.ini file, please return to the previous directory from the log directory.
    • Option B - Single client machine troubleshooting - go to the application with Dynamic Web TWAIN integrated, press F12 to open the development tools, switch to “console” tab and enter the command DWObject.LogLevel = 1 to enable the debugger mode.
    • Option C - For all client machines (application wide) - set LogLevel to 1 in your code. This property should be set as soon as the WebTwain instance is created. For example, in the event Dynamsoft_OnReady
       function Dynamsoft_OnReady() {
         DWObject = Dynamsoft.DWT.GetWebTwain("dwtcontrolContainer");
         DWObject.LogLevel = 1;
  3. Reproduce the issue (If the time span of the log is greater than 3 days, please create a txt file to indicate the date when the issue occurred)

  4. Zip the log files and share with Dynamsoft Support Team via email.
    • On Windows, the log files are in C:\Windows\SysWOW64\Dynamsoft\DynamsoftServicex64_{versionnumber}\log or C:\Users\{UserName}\AppData\Roaming\Dynamsoft\DynamsoftService\log
    • On macOS, the log files are in Go > Applications > Dynamsoft > DynamsoftServicex64_{versionnumber} > {installed version No.} > log
    • On Linux, the log files are in /opt/dynamsoft/DynamsoftServicex64_{versionnumber}/log
  5. Set log level back to the default value (0) to disable the debugger mode, otherwise the operation speed will be affected.

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