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How to perform Syncplicity Support requested actions

Syncplicity version number

Sending the Syncplicity version number helps support troubleshoot an issue quickly and helps support identify if a user is working with the most updated version of Syncplicity.

 

On Windows:

  1. Right click on the Syncplicity tray icon and select Detailed Status from the menu.
  2. Select the Configure Syncplicity command.
  3. Click on the small blue circle with the question mark in it. (it's in the upper right hand corner).
  4. You will see a pop up box displaying the version number of your software.

 

On MacOS:

  1. Click on the Syncplicity icon on the menubar
  2. Select About Syncplicity

 

 

Send Syncplicity your Windows Tracelog Window Contents

Sending support your tracelog allows for more in-depth troubleshooting.

  1. To view the trace log hold down CTRL and click on the Syncplicity tray icon.
  2. Click anywhere inside the trace log window to place the cursor.
  3. CTRL+A to select the entire log.
  4. CTRL+C to copy to the clipboard.
  5. Paste the content into a notepad or wordpad application, save the file and email it to Support

Send Syncplicity your entire tracelog file

 

Windows

In some instances, the tracelog window will not provide Syncplicity support with enough information to troubleshoot those issues. In that case, Syncplicity support will ask you to send your tracelog file:

  1. Shut down Syncplicity by clicking on your Syncplicity icon in the system tray
  2. Open Windows Explorer
  3. Navigate to the file:
    1. Windows XP: C:\Documents and Settings\<username>\Local Settings\Temp\. Replace <username> with your Windows login name
    2. Windows Vista: C:\Users\<username>\AppData\Local\Temp\. Replace <username> with your Windows login name
    3. Windows 7: Click "Start" then type %TEMP% into the search box.
  4. Find a file called Syncplicity.log, right click on it, click Send To, click Compressed (zipped) folder. This file may also appear as just "Syncplicity" if file extensions are hidden.
  5. Email Syncplicity Support the newly created file -- it should be called Syncplicity.zip

 

Macintosh 

  1. Open Finder
  2. Navigate to your home folder
  3. Open the Library folder
  4. Open the Logs folder
  5. Control-click on the Syncplicity folder and select "Compress Syncplicity"
  6. Email Syncplicity Support the newly created file -- it should be called Syncplicity.zip 

 

Reset your Syncplicity client

If you already have the software installed you can reset the client by doing the following:

  1. Hold down the Control and Shift key at the same time and click the Syncplicity icon in the system tray.
  2. A dialog pops up asking you if you are sure you want to reset your account. Click Yes. This clears the configuration of the Syncplicity software.
  3. Restart the client from the program menu and enter your email, password and a new computer name.

Check on the Syncplicity Process

 

Windows

  1. Right-click on the task bar
  2. Select "Start Task Manager"
  3. Select the "Processes" tab
  4. Click on or check "Show processes from all users"
  5. Click on the "Image Name" column to sort by process name
  6. Scroll to find the Syncplicity process or processes

Send a screenshot

 

Windows

  1. Press the Print Screen (sometimes also written as PrtScn) key on your keyboard to take a screenshot and send an image of your screen to the clipboard.
  2. Open MS Paint and go to Edit -> Paste.  You should now see your screenshot displayed within MS Paint.  Then, save the screenshot as a PNG file (.png).
  3. Send the .png screenshot as an email attachment

 

MacOS

  1. Press Command-Shift-3 to take a screenshot.
  2. Find the new screenshot on your MacOS desktop and e-mail it as an e-mail attachment

 

iPhone/iPad

  1. Press the Home and Sleep buttons at the same time.
  2. You’ll get the camera shutter sound, and your screen will be captured.
  3. To access your screenshots go to Photos application 

What to send Syncplicity Support in case you are having installation issues?

 

Windows 

 

  1. Open a Windows command prompt (Start -> Run -> cmd)
  2. Type the following command to print the path to your TEMP folder - echo %TEMP%
  3. Send suppot the file named SyncplicitySetup.log located under the location that is printed in the step above.

 

Mac 

  1. Screen shots of any error or pop up message appear during/after installation.
  2. Try the command below in your terminal and send us a screen shot of the result.
    • cd /Applications/Syncplicity.app/Contents/MacOS/
    • ./Syncplicity
  3. We also need the entire trace log file from your machine. See directions elsewhere in this page.

 

iPhone / iPad / Android 

 

  1. Screen shots of any error or pop up message appear during/after installation.
  2. If you could log in to your account, send us the trace log file

 

 

 

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