EXScan PRO - 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 PRO v4.x.x.x (EinScan PRO 2X 2020/V2 and PRO HD)

• Client, ScanService, Software Update, algorithm and processManager :
  1. Navigate to the Software installation folder (generally C:\Shining3d\EXScan Pro\)
  2. Locate folder \log\  and collect it.
  3. Share this folder with us.
• Shining Passport log :
  1. Navigate to the Software installation folder (generally C:\Shining3d\EXScan Pro\)
  2. Open folder \SnCommunity\logs  and collect : Shining3DUserAccount_*Date_hour*.txt file
  3. Share this file with us.
• Software crash log :
  1. Navigate to the Software installation folder (generally C:\Shining3d\EXScan Pro\)
  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 Pro\)
  2. Open folder \syncservice\log\and collect : SnSyncService_*Date_Hour*.txt file
  3. Share this file with us.

EXScan PRO v3.x.x.x (EinScan PRO 2X and PRO 2X + )

• Client Log : 
  1. Navigate to the Software installation folder (generally C:\Shining3d\EXScan Pro\)
  2. Open folder \client\  and collect : *Date_hour*_logs file 
  3. Share this file with us.
• ScanService log : 
  1. Navigate to the Software installation folder (generally C:\Shining3d\EXScan Pro\)
  2. Locate folder \res\ScanServiceLog\  and collect it, 
  3. Share this folder with us
• Shining Passport log :
  1. Navigate to the Software installation folder (generally C:\Shining3d\EXScan Pro\)
  2. Open folder \EinscanPleToolLogs\logs  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 Pro\)
  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

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