Support

Help Center > Troubleshooting > General


General

Generating Troubleshooting Data

If problems are experienced with a Privacy Web application, it is really helpful for us to see log files from the software in order to diagnose and fix the problem. Rest assured that no personal, identifiable information is stored in the log files - it simply outputs the actions and processes the software takes.

To generate log files on Windows:

  • Hold the shift key and right-click on the Privacy Web system tray icon
  • In the context menu, click Generate Troubleshooting Data...
  • Observe a zip file has been created on the desktop
  • Attach the zip file to an email for support@privacyweb.com, or, in a reply to an ongoing email chain with the support team

If problems are experienced with this process, log files can also be manually obtained at: C:\Program Files (x86)\Privacy Web\logs\ or on older machines C:\Program Files\Privacy Web\logs\

To generate log files on MacOS:

  • Hold the option / alt key and right-click on the Privacy Web menu bar icon (up in the top right, near the clock)
  • In the context menu, click Generate Troubleshooting Data...
  • This will create a zip file on your desktop
  • Attach the zip file to an email to support@privacyweb.com, or, in a reply to an ongoing email chain with the support team

If problems are experienced with this process, log files can also be manually obtained at: ~/Library/Application Support/Privacy Web.com/logs/

To navigate to this location, use Finder and select Go to folder in the menu bar.


HOW CAN WE HELP?