How to retrieve log files and set log levels? (Isabel 6 Security Components)

Document ID: 19885
Modified: 21/02/2019


A system information file provides information about the installed hardware and software. The Isabel log files can contain useful information to determine the cause of issues related to the use of Isabel. This information will aid in analysis of issues.

Prepare the Isabel log files and a system information file and send them by e-mail to customercare@isabel.eu together with the steps taken before the issue occurred and a screenshot of the issue.


Log files

How to prepare log files in order to send them to Isabel

Go to Start > (All) Programs > Isabel Services > Isabel 6 Control Panel > Support > Log > Put log files on Desktop.
You will get a pop-up stating that a cab file has been created on your desktop, click on 'OK'. You will find the file on your desktop with the name "Isabel_yyyymmdd_log.cab_" (e.g. Isabel_20180124_log.cab_).

Location of the Isabel log files

To access all Isabel 6 log files:

Windows 7:
Start
> Programs > Isabel Services > Assistance > Logfiles.

Windows 10:
Start > Programs > Isabel Services > Logfiles

You will be directed to the "Logfiles" folder at the following location:
"C:\Documents and Settings\All Users\Application Data\Isabel Services\LogFiles"
or "%ProgramData%\Isabel Services\LogFiles".

Overview of the Isabel logfiles
  • CardActivator.log: Logs activity, status, exceptions and errors during the card activation procedure.
  • ConnectivityTests.log: Log overview of the connectivity tests performed during installation (or in the Isabel 6 control panel). These tests must succeed in order to make the Isabel application work.
  • Download.log: Log information about reporting files download.
  • Isa_MSI.log: The installation requirements are checked in the installation wizard of the Security Components. The result of this requirements check is logged in the "Isa_MSI.log" file. In case of requirement problems the installation will be aborted.
  • Isasccspyymmdd.log: A new file is generated (during login) on a daily basis (yymmdd) with login information. Contains logging about the certificate status and login procedure.
  • PutCert.log: Log information about the installed certificate(s).
  • Upload.log: Log information about uploading transaction files.
  • Isacertupdateyymmdd.log: Log information on the course of the update of your Isabel 6 certificate.
  • ManageTrustedSites_[yyyymmdd].log:  Log information about the trusted sites added by Isabel.
  • MSI[xxxxx].log: Log information about the progress of the Isabel 6 security components setup.
  • MultipleUploadActiveX.log: Log information about the initialization of the upload process.

System information file

How to prepare a system information file in order to send it to Isabel

Go to Start > (All) Programs > Isabel Services > Isabel 6 Control Panel > Support > PC Info > System Information.
You will see a progress bar indicating that a system information file is being created and you'll receive a message when the file has been saved on your desktop. You will find the file on your desktop with the name "msinfo32.NFO-".

If you are unable to create a system information file in this manner, please follow this procedure.


Log files

How to prepare log files in order to send them to Isabel

Click on the Launchpad icon in the Dock and open the Isabel Control Panel . Click on Support > Log, select Loglevel mini, then click on Put log files on desktop.
A zip file with logs will be created, you will find the file on your desktop with the name "yyyymmdd.zip" (e.g. 20180124.zip).

Location of the Isabel log files

You can access all Isabel 6 log files using the Console, you can find the logs in the following directories:

  • ~/Library/Logs > IsaLayerMac
  • ~/Library/Logs > Isabel
  • /Library/Logs > IsaLayerMac

System information file

How to prepare a system information file in order to send it to Isabel
  1. Open the Apple menu:
  2. Select About This Mac.
  3. Click System Report... to start System Information.
  4. In the menu bar, click on File, select Save...
  5. Select a file name (by default the name of your system is used - for instance "Mac Pro.spx") and a location to save the file.
  6. Click Save.
How to retrieve log files and set log levels? (Isabel 6 Security Components)
19885
21/02/2019