If you have encountered an error in Box Shuttle and need to file a support case, our Product Support team may request that you include your logs to help identify your issue. Below are instructions on submitting your Box Shuttle logs to Box.
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.;
To automatically collect logs, you can run a batch file in Command Prompt to collect the logs for you:
- Search for Command Prompt in your Windows search bar.
- Right-click the app and select Run as Administrator.
- Copy /Paste the following command into Command Prompt. Be sure to include the quotations.
- “C:\Program Files (x86)\Box\Box Shuttle\utils\troubleshooter.bat”
- If the run is successful, you should see a folder on your local Desktop named “box_shuttle_logs”.
- Upload logs to the support ticket.
Alternatively, you can manually collect logs from the following locations:
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.
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Navigate to the following folders on your computer:
- C:\ProgramData\Box\Box Shuttle
- C:\Users\USERNAME\AppData\Local\Box\Box Shuttle
- Right-click on each of the above folders and use the "Send to" > "Compressed (zipped) folder" option.
- Collect Microsoft Event Viewer Logs following the instructions in the link.
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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)