How do I inform the Drivve support in the case of errors? (Drivve | DM V9 and lower)
To inform the Drivve support in the case of errors, proceed as follows:
- On the Tools menu, click Settings.
- Select the Log tab.
- Click the button and save the existing log file into another folder or delete them.
- Go back to the Log tab, tick the checkbox Enable debug log and click OK. In difficult cases, the trace log can additionally be activated.
- Log on to Drivve | DM and reproduce the error.
- Go back to the Service Controller.
- On the Tools menu, click Settings.
- Select the Log tab.
- Click the button Create support zip file.
The zip file is created and displayed in the windows explorer.
Create a new support case by sending a mail to:
drivve.support.eu@lrs.com (Drivve EMEA Support for partners in Europe, the Middle East and Africa)
OR
drivve.support.us@lrs.com (Drivve Support for partners in the Americas and Asia-Pacific)
Describe the error as detailed as possible. Send also the customer number and the version of Drivve DM.
The support zip file is located in the following directory: ...\Drivve\Drivve DM\Log\Zip-Files
You can send the Support.zip to us via the LRS Customer File Transfer Service. This link will take you to the LRS Customer File Transfer Service: Secure File Transfer
There you will also find instructions how to use it.
Caution: Disable trace logging
After the support zip file has been created, disable the trace logging:
- Start the Drivve | DM Service Controller
- On the Tools menu, click Settings.
- Select the Log tab.
- Clear the checkbox Enable trace log and click OK.