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Troubleshooting

How to enable and collect verbose log

Here is how

  • Remove any old log files from

    • Windows C:\Windows\SysWOW64\Dynamsoft\DynamsoftServicex64_17\log or C:\Users\{UserName}\AppData\Roaming\Dynamsoft\DynamsoftService\log
    • macOS, Go > Applications > Dynamsoft > DynamsoftServicex64_17 > {installed version No.} > log
    • Linux, /opt/dynamsoft/DynamsoftServicex64_17/log
  • 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;
}

NOTE

Changing the property will affect all clients. To collect logs for only one client machine, just add the line LogLevel=14 to DSConfiguration.ini on that specific machine.

  • Reproduce the issue

  • Zip the log files and share with Dynamsoft Support Team via email.

    • On Windows, the log files are in C:\Windows\SysWOW64\Dynamsoft\DynamsoftServicex64_17\log or C:\Users\{UserName}\AppData\Roaming\Dynamsoft\DynamsoftService\log
    • On macOS, the log files are in Go > Applications > Dynamsoft > DynamsoftServicex64_17 > {installed version No.} > log
    • On Linux, the log files are in /opt/dynamsoft/DynamsoftServicex64_17/log

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