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Collecting Box Edit Logs

Box Edit , has_image , End User , Box Tools , Troubleshooting , collaboration and workflow , Article , Product Utilization , Established

You may be asked to submit your Box Edit logs from your computer as part of the investigation for your support case. Here's how to find your Box Edit logs on your computer and how to provide them to your support agent:

Note: Before submitting logs to Product Support, reproduce the issue first, and note the time and date when the issue occurs. Next, include that information in your support case when you confirm log submission. Knowing exactly when the behavior occurred can speed up the investigation of the issue. 

 

MacOS

Automatically collecting the logs

  1. Go to:https://cloud.box.com/v/BoxEditLogsArchiver
  2. Download BoxToolsLogsArchiver.sh script.
  3. Follow instructions in ReadMe First note.
  4. Provide the .zip file to your support agent by using any of the following options:
    • Attach the .zip file directly to your support case. You will need to be signed in to see your open support cases.
    • Upload the .zip file to your Box account and provide your support agent with a shared link to the .zip file
    • Attach the .zip file to your email message when you reply to the agent

Manually finding the logs

If you are unable to use the BoxEditLogsArchiver tool, here's how you can manually find and provide the log files to your support agent:

  1. Navigate to the following folders on your computer:
    • Macintosh HD/Users/[username]/Library/Logs/Box/Box Edit
    • Macintosh HD/Users/[username]/Library/Logs/Box/Box Local Com Server
    • Macintosh HD/Users/[username]/Library/Containers/com.box.Box-Local-Com-Server.BoxToolsSafariExtension/Data/Library/Logs/Box/Box Tools Safari Extension
    • Macintosh HD//Users/[username]/Library/Containers/com.Box.Box-Edit.BoxEditFinderExtension/Data/Library/Logs/Box/Box Edit
    • Macintosh HD/Users/[username]/Library/Logs/Box/Box Device Trust

    Note: The "Library" directory is often hidden. You can navigate to the "Library" directory by entering the path "~/Library" into the "Go to Folder..." field. 

  2. Right-click on each folder above and use the "Compress" option to create a .zip file of each folder.
  3. Provide the .zip files to your support agent by using any of the following options:
    • Attach the .zip files directly to your support case. You will need to be signed in to see your open support cases.
    • Upload the .zip files to your Box account and provide your support agent with a shared link to the .zip files
    • Attach the .zip files to your email message when you reply to the agent

 

Windows

Note:  You may also be asked to use the "Enable Debug Logging" feature and re-create the issue prior to using the "Save All Logs To A File" feature.


If you have the EXE version of Box Tools installed, you will have to turn debugging on by enabling "Enable Debug Logging" feature from Box Edit icon on your window’s task tray.


If you have the MSI version of Box Tools installed, you will have to turn debugging on by following Box Tools - Enable Local Com Debug Logging for MSI Installs (https://support.box.com/hc/en-us/articles/360043691954). Y 

 

Automatically finding the logs

1. If Box Edit is running, you can use the "Save All Logs To A File" feature by right-clicking on the Box Edit icon in your system tray:

Screen Shot 2018-10-12 at 9.04.16 AM.png

2. After selecting "Save All Logs To A File", Box Edit will automatically create a .zip file on your Desktop containing the log files needed by the support agent

3. Provide the .zip file to your support agent by using any of the following options:

  • Attach the .zip file directly to your support case. You will need to be signed in to see your open support cases.
  • Upload the .zip file to your Box account and provide your support agent with a shared link to the .zip file
  • Attach the .zip file to your email message when you reply to the agent

 

Manually finding the logs

You may be unable to use the "Save All Logs To A File" feature if Box Edit is not running properly. Here's how you can manually find and provide the log files to your support agent:

1. Navigate to the following folders on your computer:

  • C:\Users\[username]\AppData\Local\Box\Box Edit\Logs
  • C:\Users\[username]\AppData\Local\Box\Box Local Com Server\Logs
  • C:\Users\[username]\AppData\Local\Box\Box Tools ActiveX Add-on
  • C:\Program Files (x86)\Box\Box Edit\Logs
  • C:\Program Files (x86)\Box\Box Local Com Server\Logs

Note:

  • The AppData folder is hidden by default. You can navigate directly to the AppData\Local directory by entering the path: %LocalAppData% into the Windows search field.
  • Your computer may not have all of the folders listed above but do the following steps on any of the folders that do exist.

2. Right-click on each of the above "Logs" folders and use the "Send to" > "Compressed (zipped) folder" option.

3. Provide the .zip files to your support agent by using any of the following options:

  • Attach the .zip files directly to your support case. You will need to be signed in to see your open support cases.
  • Upload the .zip files to your Box account and provide your support agent with a shared link to the .zip file
  • Attach the .zip files to your email message when you reply to the agent (<20MB)

 

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