Manually gathering the ROES Client log - Desktop
Manually Gathering the ROES Client Log - Desktop
Use this article when the ROES client will not launch, crashes during launch, or support needs the local roeslog.log file for troubleshooting.
Overview
The ROES client log is useful for troubleshooting because it can show the relevant error and also includes details such as code version, operating system, Java version, memory allocation, and username. When the client does not launch or crashes on launch, the log must be gathered manually from the workstation.
When to Use This
- ROES will not launch far enough to use normal support or upload options.
- ROES crashes during startup.
- Support needs the local roeslog.log file for troubleshooting.
- You need to identify the correct local .labname folder on Windows or Mac.
Before You Begin
- Confirm the workstation username that is currently logged in.
- Confirm the lab/client name so the correct .labname folder can be identified.
- If multiple user folders exist, look for the user folder that contains both .roescache and the matching .labname folder.
- The target file name is roeslog.log.
Important Note
The folder name shown as .labname is a placeholder. The actual folder usually contains the lab name or a name that aligns with the ROES client launch.
Windows Instructions
Open the Windows user folder
On a PC running Windows Vista, Windows 7, Windows 8, or Windows 10, open the user folder for the account currently logged into the workstation.
Browse to the ROES log path
Use the following path, replacing <USERNAME> with the Windows username:
Identify the correct lab folder
The correct username folder should contain a .roescache folder and the matching .labname folder. If the lab folder name is unclear, launch the client on another system to verify the expected folder naming.
Mac Instructions
Use Finder to access the hidden folder
On Mac, folders that start with a period are hidden by default. Use Finder’s Go to Folder command to open the lab folder directly.
Open Go to Folder
With Finder active, open the Go drop-down menu and choose Go to Folder.
Enter the lab folder path
In the dialog, enter the lab folder path. Replace .labname with the actual lab folder name if known:
Auto-fill tip
The entry field may search ahead based on the characters entered. For example, typing part of ~/.roescache or part of the .labname folder may auto-fill the correct folder if the first characters are correct.
Click Go and collect roeslog.log
Click Go. The contents of the .labname folder should open. Locate the file named roeslog.log and send it to support.
Expected Result
Support receives the roeslog.log file from the correct local ROES lab folder and can review it for launch errors, system information, Java details, memory allocation, and username details.
Escalation Notes
- Confirm whether the workstation is Windows or Mac.
- Confirm the logged-in username.
- Confirm the lab/client folder name used for .labname.
- Collect the newest roeslog.log immediately after the failed launch attempt.
- If the folder cannot be found, check for the matching .roescache folder and verify the client launch name from another workstation if needed.