If the exchange fails or works unexpectedly, first check the event log. It helps to understand for which device and at what stage the problem occurred.
Event Log in Control Panel
Open Log in Control Panel. It shows recent server events: startup, device binding, file uploads, sharing errors, and more.
For each event you can see:
| Field | Value |
|---|---|
| Time | When the event happened. |
| Level | INFO, WARN or ERROR. |
syncName | The sync name of the device to which the event applies. |
| Message | Description of the performed action or error. |
Click Download Log to save the complete event history to a file palmorder-activity-log.tsv. It is convenient to add it to a support request or open it in a table editor.
Attention. The Clear log button deletes the event history without the possibility of recovery. Before cleaning, download the log if you may need it for diagnostics.
Technical log of the server
In addition to the event log, the server writes technical information to the directory:
logs/
On Windows, open the Journals folder via the PalmOrder icon menu in the system tray. On macOS, use the PalmOrder menu in the menu bar. For the portable JVM distribution, the file is located in the logs directory next to the program.
Technical logs are especially useful when the control panel won't open, the server won't start, or the event log shows an internal error.
What to send to support
In the message, specify:
- a brief description of the problem and the expected result;
- date and approximate time of the problem;
syncNameof the device, if the problem is related to a specific exchange;- version of PalmOrder Server and PalmOrder Client;
- the downloaded event log and, if necessary, all files from the
logsdirectory.
Do not send palmorder.sqlite, admin passwords, support password or contents of working directories unless specifically requested by support.
Temporary access for support
If a support professional needs access to the control panel, the administrator can create a separate temporary account.
- Open Settings → Support Access.
- Choose the duration: 1 hour, 8 hours or 3 days.
- Click Enable support access.
- Save the displayed password: it is displayed only once.
- Provide support with the control panel address, temporary password, and, if the server is not on the support LAN, a secure network access method.
Access will end automatically after the selected period. To turn it off earlier, click Turn off support access in the same section. Generating a new password immediately invalidates the previous password.
Tip Enable access only during diagnostics and disable it after support is finished.