ShareSync events such as file upload, file or folder sync, folder share etc. are being logged. The logs can be used for investigating ShareSync issues and can be either collected manually or automatically sent to Support team for review.

How to collect the logs from application Settings page

If you can click the ShareSync tray icon and navigate to Settings tab, you may gather the logs with following ways: 

Sending the diagnostic report to Support

  1. Click the ShareSync tray icon and navigate to Settings > Help tab
  2. Click Send diagnostic report.
    Send Diagnostic Report
    Allow some time for a diagnostic report file to be created and uploaded to the server.
  3. Window with the Report ID will pop up. Collect this report ID and contact Support.

If ShareSync was not able to upload the report, you will be notified. In this case, you can try to obtain the report file manually.

Note: the Diagnostic report may be 20-50mb and bigger.

Getting the diagnostic report to be saved on the desktop

  1. Click the ShareSync tray icon and navigate to Settings > Help tab
  2. Hold the Option (alt) key on your keyboard and click Send diagnostic report.
    Send Diagnostic Report
    Allow some time for a diagnostic report file to be created. It will appear on your desktop.

If ShareSync was not able to create the report, you will be notified. In this case, you can try to obtain the report file manually.

Note: the Diagnostic report may be 20-50mb and bigger.

How to collect the logs if the application doesn't open Settings page

If ShareSync doesn't allow you to open Settings page or you can't run the application at all, you can try to obtain the report file manually.

  1. Make sure that ShareSync application is stopped
  2. Press and hold the Option (alt) key
  3. Start ShareSync application
  4. Wait for 5-10 seconds and release the Option (alt) key. ShareSync will start creating diagnostic report and will show a progress window

Note: this diagnostic report will contain less information that the normal one, so try to collect the normal one from the settings window first.

How to find the logs on the machine

If you want to analyze the logs yourself, to find the logs:

  1. Open Finder
  2. Navigate to Go > Go To Folder in the top menu
  3. Type ~/Library/Application Support
    Go to Application Support folder
  4. The logs are located in the ShareSync folder
    ShareiSync logs

Read the Knowledge Base article on ShareSync: How Do I Analyze Diagnostic Logs? for more information.

If you need assistance, either compress the ShareSync folder or send the diagnostic report to Smarsh Hosted Services and contact Support.

Note: the compressed folder can be large (20-50 mb).