Important note: Do not submit logs unless support staff has specifically requested them. Submitting unsolicited logs needlessly violates your privacy and will drastically delay our response to your query.
How to submit logs
If support staff asks that you submit logs for diagnosis, here is how to proceed. First, please provide in the support ticket your answers to the following questions if you have not already done so:
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What are the SpiderOak device names of all of the computers that you are actively using? Then for each of those computers, mention if you have:
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Other backup or sync applications installed
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Firewall, antivirus, or other security software
Next, quit the SpiderOak One application if it is running. Don't just minimize the application, shut it down completely by clicking or right clicking on the icon in the notification area, then selecting Quit. After One is closed, launch the program again. This starts a new log session.
If you are able to reproduce the problem at will, do so now. If applicable, feel free to use test files and folders rather than reveal anything sensitive. If you are not able to reproduce the problem at will, then you may skip this step.
Next, gather the logs. How this is done depends upon your operating system.
Windows
There are two options to gather log files on Windows. You can either download and run the script, or manually perform the steps to gather your logs. The instructions for each method can be found below.
Script Method
If you would like to run the script, download and run (double-click) the following:
After downloading, run the downloaded file (you may need to allow it to run if you system blocks it). This will open a command window as it runs the script. When it is finished you can close the command window. You should now have a folder on your desktop containing your log files. You will need to zip these files before you send them to us. To zip the files, right-click the folder and select 'Send to'. From the list that appears choose 'Compressed (zipped) folder'. This will create a zip folder in the same location with the same name as the original folder. We do recommend you rename this zipped folder to the name of the SpiderOak device these logs were created from.
Here is the code that the script is running, if you wish to know.
Manual Method
If for some reason the script won't run, or you are having any sort of trouble, we recommend you simply manually perform this process. To do so begin below:
To gather the logs, begin by opening a search field. If you are using Windows 7 or earlier, you can find this on your start menu. If you are using Windows 8 or later, type directly into the start screen, which serves as a search field. Type `%LOCALAPPDATA%` (including the percent signs) and press enter. Searching for %LOCALAPPDATA% will open a file explorer window called "Application Data". There will be a folder named SpiderOak or SpiderOakONE; open it. Select all of the files in this folder with names that end with `.log`. There will be at least eleven and perhaps more. Right click on any of the highlighted files, select "Send to", then choose "Compressed (zipped) Folder". Follow the on screen guide and you will have a new compressed folder containing the logs. Change its name to the SpiderOak device name of the computer you produced this on, so we know what computer these logs are from.
Mac
To gather the logs, open Terminal, which is found in Launchpad. In it give the following command, pressing enter afterward:
tar czf spideroakONE.tgz ~/Library/Application\ Support/SpiderOakONE/*.log
The terminal will respond with "tar: Removing leading '/' from member names." This is expected. A file named spideroakONE.tgz will be created in your home directory. Change its name to the SpiderOak device name of the computer you produced this on, so we know which computer these logs are from.
Linux
There are two options to gather log files on Linux. You can either download and run the script, or manually perform the steps to gather your logs. The instructions for each method can be found below.
Script Method
If you would like to run the script, download and run the following:
After downloading, run the downloaded file using `sh Log_Retrieval_Bash_Script_One_Linux.sh`. When it is finished you can close the terminal window. You should now have a folder on your desktop containing your log files. We do recommend you rename this zipped folder to the name of the SpiderOak device these logs were created from.
Here is the code that the script is running, if you wish to know.
Manual Method
If for some reason the script won't run, or you are having any sort of trouble, we recommend you simply manually perform this process. To do so begin below:
To gather the logs, give the following command in a terminal, pressing enter afterward:
tar -czf spideroak.tgz ~/.config/SpiderOakONE/*.log
Change its name to the SpiderOak device name of the computer you produced this on, so we know what computer these logs are from.
All operating systems - final instructions
Gather all of the logs and not a subset, and do not redact the logs. Often a problem is resolved by viewing it in its full context. If you reproduced the problem, mention at what time you did so (which will help us identify the relevant part of the logs) and the names of any files or folders that you used. Please also mention the operating system (name and version number) of the computer, and the version number of SpiderOak One.
You can send us the logs as an attachment to your reply to your support message, or you can upload them to SpiderOak One and send us a file sharing link to them. The latter option is more secure and is preferred, although depending upon your problem may or may not be an option in your particular case.
Notes and troubleshooting
Do not submit logs unless support staff has specifically requested them. Yes, we have stated this above but it bears repeating.
Log files contain the names of files and folders on your computer. Our interest is in helping to fix your problem, not in violating your privacy. If you would prefer to not submit them, let us know.
For security reasons, support agents are not authorized to retrieve files from external links, even from well regarded service such as Google Drive. The submission methods described above are the two acceptable methods.
When the above instructions are followed, the compressed log archive from each computer should be no more than 11 MB and so should be small enough to send without difficulty. If your log archive is larger, it is because you have inadvertently included other things. In that case, carefully repeat the instructions, taking care to only include the files specified. Overly large log archives, or archives that include files other than logs, often cause problems when attempting to send as an email attachment.
When the above instructions are followed, the compressed log archive will contain only text files. If you receive an error message from your mail provider such as "For security reasons, Gmail does not allow you to use this type of file as it violates Google policy for executables and archives", it is because you have inadvertently included other things. In that case, carefully repeat the instructions, taking care to only include the files specified.
Finally and most importantly, did we mention that you should not submit logs unless support staff has specifically requested them? We really mean that.