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      How to export my Roasting Intelligence (RI) log files

      The article will explain what is a log file and how to export it.


      What is a log file?


      The log file serves as a record of recent activities and events in the Roasting Intelligence (RI). It provides valuable information about the computer's operating system, driver versions, and disk space.

      Providing us with a log file can assist us in gaining a clearer understanding of whether the software is functioning properly or if any issues need to be addressed.

      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 easily submit a support ticket via the Roasting Intelligence (RI): 
      1. Log in to the Roasting Intelligence (RI).
      2. Navigate to the Support button on the top left side of the screen. 
        Screenshot 2024-12-02 at 15.16.24
      3. Enter the following information:
        * is indicating mandatory fields
        • *Subject
        • *Description
          💡 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.
      4. Submit. 

      If you are experiencing Synchronization issues, this function may trigger an error upon submitting a support ticket. If this occurs, please move on to the following section.


      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. 
        Screenshot 2024-10-01 at 16.56.36
      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.

      You can save time by quickly accessing the Export log files option in Help using the relevant keyboard shortcut.

      📚 Learn more about the keyboard shortcuts in RI5. 

      Search for the CropsterRoastingIntelligence folder if the Roasting Intelligence (RI) doesn't launch

      Mac:

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

      Related content

      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.