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How do I download the support logs?
How do I download the support logs?

Downloading the support log and qbsdklog for Fathom and QuickBooks Desktop troubleshooting

Updated over 2 years ago

⚠️ Error Alert: If you are unable to download or launch the Fathom Desktop Connector, please go through the troubleshooting steps detailed in the ‘Troubleshooting the Desktop Connector’ article. The following logs are only helpful when the Connector has been successfully opened.

Contents:

Accessing the Support Log

If an error has occurred while you are using the desktop connector, our support team may request that you send us the 'Support Log'.

Accessing the support log from the desktop connector is simple:

  1. Select the 'About' link on the top right.
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  2. Select the 'Support Log' link from the About window (see diagram below)
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  3. This will open up the support log. Select all the text in the log window, and email this back to support@fathomhq.com

📝 Note: The Desktop Connector only retains information regarding the current instance. This means, that if you attempted an import and closed the Desktop Connector without downloading the Support Log first, then you will have lost the information about the failed import. Therefore, you should attempt and import and, if it fails, download the Support Log before closing the Desktop Connector.

Accessing the QuickBooks SDK log

If an error has occurred while you are using the desktop connector, our support team may request that you send us the QuickBooks SDK log or qbsdklog.

To access the qbsdklog,

  1. Open the Windows 'File Explorer' by selecting the 'Yellow Folder' icon or searching "File Explorer" in the Windows search bar
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  2. Select the C: drive
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  3. At the top of the File Explorer, select the 'View' tab
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  4. Check the option to view 'Hidden items/files'. If already checked, leave it checked.
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  5. Select the 'ProgramData' file
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  6. Choose 'Intuit'
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  7. Select 'QuickBooks'
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    📝 Note: Select the folder simply labelled 'QuickBooks'. Do not select a folder named for a specific version of QuickBooks.
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  8. Open the 'qbsdklog.txt' file
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    📝 Note: There may be a file named 'QDSDK' and one named 'qbsdklog', the file with 'log' in the name is the correct file.
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  9. Copy the contents and paste the contents into your open support chat or email thread to send to our support team.

Additional knowledge & common questions:

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