End-User Instructions: Sending Logs to Xitron Support

Why We Need Logs

If you're having trouble with Navigator, logs help our support team figure out what went wrong. This guide shows how to collect and send them.


We wrote some scripts to do the work of gathering log files for you.  You will need Python installed because these are Python scripts.  Some of our installations ship with Python.  But you can also get it from a link in this document.  See below for instructions.


First, install python.  Then, follow these instructions.  If you don't have python, see below, Appendix A.


Instructions:

1. Close Navigator

Before anything else, close Navigator if it’s running.


2. Run a Script (Easiest Option)

Option A: LogJam (collects logs automatically)

  • Go to this folder:
     C:\Navigator\User Resources\Utilities\LogJam
  • Hold Shift, right-click inside the folder, and choose "Open Command window here"
  • Type this and press Enter:
    • py -3 LogJam.py
  • It will gather everything for you into one folder.


Option B: Postflight (makes a report)

  • Same idea, but go to:
     C:\Navigator\User Resources\Utilities\Postflight
  • Run:
    • py -3 Postflight.py
  • You’ll get an easy-to-read report in HTML format.


3. Send It

Zip all the log files.

Email them to:

XitronHelp@Xitron.com 

Support will review your logs and help you identify and resolve the issue.



Appendix A.  How do I get python?

Don’t have Python? Download it at python.org and install. Be sure to check “Add to PATH” during install.

Depending on which product you have, a python installer may have shipped with your installer.

If you have the installer ZIP file it may have a folder called "Additional items for installation".


Inside there you will see a python install:


Run "Install Python.bat"