Send your log files

Background

If for some reason OMBEA Response is not working and you need our help, we might ask for your log files. OMBEA Response includes a feature to do this automatically but sometimes this can fail, in which case you’ll need to send them manually. In this article we show you both the automatic and manual methods.

Option 1: Send the log files automatically (Use this method if you can)

  1. On the OMBEA Response Ribbon click Help and then Give us feedback.
  2. Add your name, email address and a message if you wish.
  3. Ensure the Attach Log files option is checked in the bottom left corner and then click Send.

Option 2: Access and send the log files manually (Use this method if option 1 fails)

Background

The files are in the Application Data folder for OMBEA Response. This folder is normally hidden so you may need to unhide it first. Depending on your computer network, you may need an administrator to help with this.

Windows XP

  1. If you need to unhide hidden folders
    1. Click Start, and then click Control Panel.
    2. Click Appearance and Themes, and then click Folder Options.
    3. On the View tab, under Hidden files and folders, click Show hidden files and folders.
  2. Browse to C:\Users\YourNameHere\AppData\Local\OMBEA\OMBEA Response\
  3. Right-click on the Logs folder, click Send To, and then click Compressed (zipped) Folder.
  4. Attach the resulting zip to an email and send it to our second-line support email address via support@ombea.com

Windows 7, Windows 8 and Windows 10

  1. If you need to unhide hidden folders
    1. Open the current user folder, e.g., C:\Users\Fran.
    2. Click Organize in the upper left corner.
    3. Click Folder and search options.
    4. Select View.
    5. Check Show hidden files, folders and drives.
    6. Click OK.
  2. Browse to C:\Users\YourNameHere\AppData\Local\OMBEA\OMBEA Response\
  3. Right-click on the Logs folder, click Send To, and then click Compressed (zipped) Folder.
  4. Attach the resulting zip to an email and send it to our second-line support email address via support@ombea.com.