Topaz Labs File Logging

 


Purpose

You will find an option available to you in the Help menu, referred to as File Logging. This feature records all of the things that the application does while you are using it and gives our team valuable information about how the application is performing so we can troubleshoot difficult issues.


How to use File Logging

Enable File Logging

1. Select Help → Enable File Logging

 Mac

mac_enable_logging.png

 Windows

win_enable_logging.png

2. Confirm You Are Enabling Logging

 Mac

mac_enable_logging_confirmation.png

 Windows

win_enable_logging_confirmation.png

Disable File Logging

1. Select Help → Disable File Logging

 Mac

mac_disable_logging.png

 Windows

win_disable_logging.png

2. Confirm Logging is Disabled

 Mac

mac_disable_logging_confirmation.png

 Windows

win_disable_logging_confirmation.png
By default, logging is disabled, and we do not collect any personally identifiable information in the logs. 

Submitting Collected Logs

Locating the Logs

Once you enable file logging, the software will begin the log process on the next launch. Here's where to find them. Logs for each AI product will be in their respective folders:

 Mac

Studio:
/Applications/Topaz Studio/Logs/
AI Applications
/Applications/Topaz [product name]/Logs/
Studio path shown below
mac_log_location.png

 Windows

Studio:
%localappdata%\Topaz Labs\Topaz Studio\Logs
A.I. Gigapixel:
%localappdata%\Topaz Labs\Topaz A.I. Gigapixel\Logs
JPEG to RAW AI:
%localappdata%\Topaz Labs\Topaz JPEG to RAW AI\Logs
Studio path shown below
win_log_location.png

 The easiest way to know if you're grabbing the correct logs is to check the date in the log file name, as shown below:

Hover for info
2018-03-12-09-59-38-Main.tzlog

In this file name, you can see that the log was created on March 12, 2018, at 9:59am. The log file also tells us what is being logged. In the example above, Main indicates the main application is being logged. Other logs that can be produced include QML logs. We can use this information to pair the logs with the exact time and date that an issue occurred. Sending us the logs that were generated when a problem occurred, is the best way to use this feature.

Preparing for Upload

We ask that you compress (.zip) your files, before sending them to us. This will make it easier for you to upload them, and make it easier for us to keep track of incidents. Once you have compressed your log files, upload them to us, using the link below. If you need help compressing the log files, here are some steps to follow:

How to Compress a Folder

 

Locate the log files to zip in the Finder application

mac_log_location.png
 

Right-click (or Control + click) on the log files you want to zip, then select Compress Items

mac_compressing_step2.png
 

Find the newly created .zip archive in the same directory.

mac_compressing_step3.png
 

Locate the log files to zip in the Windows Explorer application

win_log_location.png
 

Right click (or press and hold, for tablets) on the log files, then select Send to → Compressed (zipped) folder

win_compressing_step2.png
 

Find the newly created .zip archive in the same directory.

win_compressing_step3.png

Send the Logs to Us

Now that you have located your logs, compressed the log files that we need, and are ready to send them to us, we can go ahead and upload. Use the button below to upload the log files directly to Topaz Labs.

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