How to generate the Advanced Debug Logs for Safepots

For troubleshooting purposes, the Technical Support may ask for trace logs of the program. Please note that these logs do not contain any passwords or personal information.

If you are a user with assigned policy, then click here to know how to generate the logs.

To enable logs, please:

  •  Right-click the Safepots icon in the system tray (Taskbar), and select the Open Dashboard option.
  • Click on Settings → Preferences → Select the Enable advanced logging for debugging option → Save.
  • Right-click on the Safepots icon in the system tray (Taskbar), and select the Exit option.
  • Start Safepots again. (Start menu → All Programs → Safepots → Safepots)
  • Replicate the problem.
  • Now, copy/paste the following URL into your Windows explorer address bar, and hit Enter:
  • Copy the Logs folder from there to any known location (Such as the Desktop) → Compress the copied Logs folder to .zip and send it to the support.
  • Refer to this location: C:\Program Files\Genie9\Safepots2 → Copy the Logs folder from there to another location → Compress the copied Logs folder to .zip and send it to the support.
  • AppData and Application data are hidden folders in Windows.
  • If you are interested viewing hidden files in MAC OS, here is what you need to do:
    – From the Finder bar, click Go → Utilities → Double-click the Terminaloption → In the opened Terminal window, copy and paste the following line:
    defaults write com.apple.Finder AppleShowAllFiles TRUE
    – Press Return → Hold ‘alt’ on the keyboard and right-click on the Finder icon → Click on Relaunch.
  • If you have an Anti-Virus installed, please try to exclude the following directory from being scanned, to avoid slow performance while the logs are being generated:C:\Users\(Your Username)\AppData\Roaming\Genie9

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