EXScan HX - Logfiles collection - Instruction

General Information Required :

• software version
• scanner model
• screenshots or recordings (help to know when an issue occurs)
• If possible, project files

PC Configuration informations :

1. Download the provided Get PC Specs.bat file from the attachment below.

2. Double click it, when prompted, press any key to continue.

3. the PC configuration summary will be saved to systeminfo.txt :
   

Logs collection Instructions :

EXScan HX(EinScan HX)

• Client log :
  1. Navigate to the Software installation folder (generally C:\Shining3d\EXScan HX\)
  2. Open folder \client\  and collect : *Date_hour*_logs file 
  3. Share this file with us.
• Scan service log :
  1. Navigate to the Software installation folder (generallyC:\Shining3d\EXScan HX\)
  2. Open folder \res\ScanServiceLog\   and collect : *Date_hour*.***** file
  3. Share this files with us.
• Shining Passport log :
  1. Navigate to the Software installation folder (generally C:\Shining3d\EXScan HX\)
  2. Open folder \EinScanPleToolLogs\  and collect : log_PleTool_*Date_hour*.txt file
  3. Share this file with us.
• Software crash log :
  1. Navigate to the Software installation folder (generally C:\Shining3d\EXScan HX\)
  2. Depending of your software version, locate : EinScanDump-*Date_hour*.dmp file *
     • You can use search bar by typing "EinScanDump" : 
  3. Share this file with us.
     *dmp log may not generate in some cases
     
     
• Sync Service Log :
  1. Navigate to the Software installation folder (generally C:\Shining3d\EXScan HX\)
  2. Open folder \syncservice\log\and collect : SnSyncService_*Date_Hour*.txt file
  3. Share this file with us.

In case of dissatisfaction with the data quality and accuracy, the images can be provided for reading and analyzing.

Please inform support for further troubleshooting