Frequently when working with our Customer Success and Support team, we will ask you for a support ZIP file. This diagnostic file contains some general information about your iGrafx Platform instance and health, as well as can be outfitted with log files to help troubleshoot and investigate the events going on in your platform. Commonly, we will ask you to attach this file to your ECHO Service Desk tickets at https://echo.igrafx.com.
You can create a support ZIP (including relevant log files) by following these steps
- Go to
Administration → Support → System Information
- Scroll down to
Create Support ZIP
Include log files in the Support ZIPto on
CTRLclick through all files in the below dropdown, or at least select the
Download Support Informationin the bottom right
- A ZIP file will download that you can attach to your ECHO ticket or email.
Include log files in the Support ZIPand select all files in the list below.