Troubleshooting
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      2. Troubleshooting

      Debug: collect log files from HCP

      If you're reporting an HCP issue and need to provide log files for our review, please proceed as follow:

      Download log files from HCP console:

      • In HCP Console select the Server/Gateway on the left panel
      • In the central panel contextual menu, select "LOGS"
      • In the right panel, locate file siteapp.log
      • Click the download download-arrowicon to get a copy of the file
      • If the problem also relates to HCP embedded client on an MFP, you may transfer relevant file like: webclientCanon.log webclientHP.log webclientKM.log webclientKMOpenAPI.log 
        webclientSharp.log webclientXerox.log
      • Zip all files into a single package and attach to the Support Ticket or Email reply to EveryonePrint support

      Collecting log files using file transfer: 

      • Make sure you've a PC utility to transfer files from the Server/Gateway Linux OS:
        • For Windows
        • For MacOS
          • Terminal App:
            • Launch it and then from the menu select Shell -> New Remote Connection
            • This will give you a connections manager window
            • You can use SFTP transfer method
      • When connected to the Linux server hosting HCP:
        • Navigate to /opt/hcp/logs/ directory
        • Transfer last siteapp.log
        • If the problem also relates to HCP embedded client on an MFP, you may transfer relevant file like: webclientCanon.log webclientHP.log webclientKM.log webclientKMOpenAPI.log 
          webclientSharp.log webclientXerox.log
        • Zip all files into a single package and attach to the Support Ticket or Email reply to support

      • 2- Logs from PC Client - Windows

        PC Client 3.x

        Runs in service mode (as Windows service); core logging is done into a file:

        C:\ProgramData\hcpclientcore\logs\hcpclientcore.log

        “Debug” log is always enabled in PC Client by default.

        Please copy hcpclientcore.log and attach to Support ticket.

        3-Logs from PC Client - Mac

        The PC Client log file on macOS are available at this location:

        /Library/hcpclientcore/logs/hcpclientcore.log

        Please copy hcpclientcore.log and attach to Support ticket.