Getting Support Logs & Files
If you're experiencing issues with CANVID, we’ll usually need to collect regular logs from you to help diagnose the problem.
For faster troubleshooting, please provide a description of the issue, visual evidence, your project file, and logs generated by the app.
How to Generate Logs
Generate a Log File
Click on the Main Menu in the upper-left corner. and select Generate Logs
Save locally
Choose a location on your computer where you'd like to save the logs, then click Save.
Send the file to Support
Upload the generated log file into the Support Chat.
In some cases, support may instead ask for a Verbose Trace Log, which includes more detailed information that can help diagnose more complex issues.
How to Save Your Project File
In some cases, the Support Team may request a copy of your project file, especially if the issue is clearly visible in the Editor.
Go to the editor
Make sure the project file with the issue is currently open in the app Editor.
Save the project
Click on the Main Menu in the upper-left corner, and select Save Project As.
You can save both the log file and project file in the same local folder for easier access later.
Upload to the provided Google Drive link
If support requests a copy of your project file, they will usually provide a Google Drive link. Open the link and upload the project file there, along with the log file if requested.
You can also send us other relevant files, including screenshots and videos. These will help us greatly when trying to provide you with a solution.
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