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How can I view or extract CloudStor desktop sync client logging information?

In the event that you experience an error syncing files or directories (folders) between your local CloudStor sync location and the CloudStor server, you may wish to view a log with information about the nature of the error or submit logging information to the AARNet support team for analysis so we can assist in remediation of the error.

The CloudStor desktop client provides that information both in-client and written to file.

 

Viewing error information in the CloudStor desktop sync client

CloudStor desktop sync client provides summarised error information within the client itself, this information may be useful in determining whether an error needs to be referred to the AARNet support team or whether a re-sync may resolve the error.

  1. From the top ribbon menu of the CloudStor desktop sync client, select the Activity tab
  2. From the sub-tab menu, select the Not Synced sub-tab
  3. From this sub-tab, select both checkboxes (Show warnings and Show ignored files)
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  4. The Time, File, Folder, and Issue sections of this display can be clicked and dragged to display more or less information, as required.
  5. If you would like to copy this information (for further review or as part of a submission to AARNet's support team) you can do so using the Copy button at the bottom right side of the display as per the above image.

Viewing the complete client logging file

In the event that you experience an error that you are not able to resolve, you may require the assistance of the AARNet support team. Depending on the nature of the error you are experiencing they may require the full client logging file to assist them in their diagnosis of the error's cause. You can extract that log using the following steps:

Windows

  1. At any time, when the CloudStor desktop sync client is the focused application (the currently selected window) press F12 - this will open the Log Output menu
    mceclip1.png
  2. Depending on the logs required to analyze the issue you are experiencing it may be necessary to un-check the Delete logs older than 4 hours checkbox (note: leaving this unchecked permanently will cause the created logging files to take up additional space on your OS's primary disk) The Enable logging to temporary folder checkbox should remain ticked under most circumstances.
  3. To view the log files, select Open folder which will re-direct you to the current log location (by default: C:\Users\<localuser>\AppData\Local\Temp\cloudstor-logdir)
  4. From there the files can be viewed or copied as required.

Mac

The steps for extracting the files may differ based on the version of OSX you are running. (With a known change occurring in version 10.13 'High Sierra')

Reach out to the AARNet support team at support@aarnet.edu.au with information about your operating system version and they can assist you in extracting these logs.

For those running version 10.15.5 'Catalina' or later, the process is currently:

  1. Close any currently running versions of the CloudStor desktop sync client
  2. Open the Terminal application via the Applications Folder (under Utilities)
  3. Use the following command to open the  GUI version of the logs
    /Applications/cloudstor.app/Contents/MacOS/cloudstor --logwindow
  4. Depending on the logs required to analyze the issue you are experiencing it may be necessary to un-check the Delete logs older than 4 hours checkbox (note: leaving this unchecked permanently will cause the created logging files to take up additional space on your OS's primary disk) The Enable logging to temporary folder checkbox should remain ticked under most circumstances.
  5. To view the log files, select Open folder which will re-direct you to the current log location
  6. From there the files can be viewed or copied as required.

Linux

The steps for extracting the files may differ based on the distribution of Linux you are running.

Reach out to the AARNet support team at support@aarnet.edu.au with information about your operating system version and they can assist you in extracting these logs.

Further documentation is available as a reference point for Linux users at: https://doc.owncloud.org/desktop/1.8/troubleshooting.html (as the CloudStor desktop sync client is similar in operation to the OwnCloud desktop sync client)