How do I capture and send a Ranger log to technical support?

[ForumAdmin]

Note: This only works for versions of Ranger 4.5 and above. For 4.4 and lower, please utilize the instructions in the subsequent post.

How can I tell what version of Ranger I am using?

Here is what the SBT Log Viewer looks like


Here are the steps to capture and send a Ranger log to Silver Bullet technical support.

Capture the behavior in question:

1.  Start SBT Log Viewer. This can be done a number of ways:
     a.  Start Menu -> All Programs -> Silver Bullet Technology -> SBT Log Viewer
     b.  Windows 8 or 10: Start Menu -> Type "SBT Log Viewer" then click on "SBT Log Viewer"
     c.  Navigate to "\Program Files(x86)\Silver Bullet Technology\Logging\" and double-click "SBT Log Viewer.exe".
2.  (Optional) Click 'Clear' button to erase the old log.
     Note:  If the issue is easily reproducible, clearing the log will help Ranger Technical Support in log review
3.  Start the Ranger-based program where you are experiencing the issue.
4.  Reproduce the issue/behavior in question.
5.  In SBT Log Viewer press the "Refresh" button.

Steps to send a log to Silver Bullet:

1.  In SBT Log Viewer, select "File -> Zip All Logs" menu option.
2.  Save the zip file to a location that is accessible.
3.  Send an email to support@sbullet.com that includes:
     a.  Your Name, Your Company Name, and the Name of your Software Vendor.
     b.  The zip file generated in the previous block.
     c.  A detailed description of the issue.
     d.  The steps to reproduce the issue.
     e.  Any other details about the physical scanner or workstation that may have contributed to the issue.

Ranger^® - The universal check scanner interface
Copyright © 2020 Silver Bullet Technology
www.sbullet.com

[msobleskie]

Note: This only works for versions of Ranger 4.4 and lower. For 4.5 and above, please utilize the instructions in the preceding post.

How can I tell what version of Ranger I am using?

Here is what Bloodhound looks like


Here are the steps to capture and send a Ranger log to Silver Bullet technical support.

Steps to enable Ranger logging:

1.  Exit all Ranger-based programs
2.  Exit Bloodhound (if running)
3.  Start the "Ranger Log Options Editor" program
      (Start - All Programs - Ranger - Tools - Ranger Log Options Editor)
         or
      (Start - All Programs - Silver Bullet Technology - Ranger - Tools - Ranger Log Options Editor)
4.  Ensure that "Ranger Log Enabled" is checked
5.  Click "Default" button
6.  Click "Ok" button

Capture the behavior in question:

1.  Start Bloodhound
      (Start - All Programs - Ranger - Tools - Bloodhound)
         or
      (Start - All Programs - Silver Bullet Technology - Ranger - Tools - SBT Log Viewer)
2.  (Optional) Click 'Clear' button to erase the old log.
3.  Start the Ranger-based program.
4.  Reproduce the issue/behavior in question.
5.  In Bloodhound press the Refresh button

Steps to send a log to Silver Bullet:

1.  In Bloodhound, select "File - Save log as" menu option.
2.  Save the log file (please do not use a .txt extension).
3.  Send an email to support@sbullet.com that includes:
    a.  Name, company, location*
    b.  Ranger log file save above*
    c.  Detailed description of the issue*
    d.  Which Ranger call is not working as documented
    e.  Describe the physical situation that led to the problem
    f.  GenericOptions.ini and <driver>Options.ini

Ranger^® - The universal check scanner interface
Copyright © 2017 Silver Bullet Technology
www.sbullet.com