How to export my Roasting Intelligence (RI) log files

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.

How to export your RI log files?

Hint: Please restart the RI  by closing and reopening the application before exporting the log files to avoid they are spammed with error messages. 

Option 1: Submit a support ticket through RI

  1. Log in to the Roasting Intelligence (RI).
  2. Click on the Support-button. 
  3. Enter a subject and a description of your problem.

Note: 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.

If you are experiencing a Synchronization issue, this function may trigger an error upon submitting a support ticket. If this occurs, please move onto Option 2.

Option 2: via Help

  1. Log in to the Roasting Intelligence (RI).
  2. Click Help > 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. Create a support ticket here or reply to an existing Email thread with the log file attached.

Option 3: RI does not 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 onto 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.