How to export my Roasting Intelligence (RI) log files

The article will explain you how to export your Roasting Intelligence (RI) log files.

 

The following article and screenshot refer to Roasting Intelligence (RI5). 

In case you previously used Roasting Intelligence (RI4) we kindly invite you to check the newly improved features of RI5. 

To upgrade to RI5, please download the Roasting Intelligence (RI5).


What is a log file?


The RI log files keep a registry of recent activities and events within the Roasting Intelligence (RI) and can give us information on the computer's operating system, driver versions and disk space. 

Sending us a log file can help us to better understand if everything is operating correctly or if there is a problem with the software.

Exporting your Roasting Intelligence (RI) log files

Please make sure you always restart the Roasting Intelligence (RI) by closing and reopening the application before exporting the log files to avoid being spammed with error messages. 

Submit a support ticket via the Roasting Intelligence (RI)

By following the steps below you can submit a support ticket via the Roasting Intelligence (RI): 

  1. Log in to the Roasting Intelligence (RI).
  2. Click on the Support-button on the left side of the screen. 
    Screenshot 2024-01-10 at 12.15.35
  3. Enter a subject and a description of your problem.

If you've already been in touch with a Cropster employee, please refer to the person you've been in touch with in the description field. Please note that TeamViewer requests will only be accepted after assessment of the problem and upon appointment with your Cropster support person.

If you are experiencing a Synchronization issues, this function may trigger an error upon submitting a support ticket. If this occurs, please move onto the following section: Search for the CropsterRoastingIntelligence folder if RI doesn't launch.

Submit a support ticket via Help

By following the steps below you can export the log files via Help and submit a support ticket: 

  1. Log in to the Roasting Intelligence (RI).
  2. Navigate to Help on the main menu bar and select Export log files
  3. The next dialog will ask you where you want to save the ri.log.zip file. Select any location (most easily the Desktop) where you will find it easily.
  4. Click on Save
  5. Create a support ticket here or reply to an existing Email thread with the log file attached.

Search for the CropsterRoastingIntelligence folder if RI doesn't launch

Mac:

  1. Search for CropsterRoastingIntelligence folder through Finder.
  2. Open CropsterRoastingIntelligence folder.
  3. Two-finger click the default folder for more options, then click the Compress "[file name]" (i.e default).
  4. Attach the file to your message.


Windows: 

  1. Search for CropsterRoastingIntelligence folder through search bar.
  2. Open CropsterRoastingIntelligence folder.
  3. Right-click the default folder for more options then hover over Send, to then click Compressed (zipped) folder.
  4. Attach the file onto your message.

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Congratulations! You are now ready to export your Roasting Intelligence (RI) log files.

Your opinion matters. If you have further questions, feedback or concerns, please feel free to reach out by submitting a support ticket directly from support.cropster.com