If you encounter any issues while using PreVeil, the support team will likely ask you to send a copy of your PreVeil logs to diagnose the issue. To export your logs, use the following process.

Windows

Instructions

In the task bar click on the System Tray icon and locate the Key icon.

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Click the key icon to open the Key Menu. Next, click on the ellipsis in the upper right corner and then the Diagnostics menu item.

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Click Export Logs and wait for the logs to export.

Once done, the logs will save as a PreVeil_Send_To_Support.zip file on the user desktop folder. Normally, this is C:\Users\<username>\Desktop where <username> is the Windows user currently active.

Attach the zip file to your existing Help Desk ticket or include it as media in a new ticket.

Troubleshooting

Run the executable on File Explorer

Alternatively, the logs may be exported by running the log-exporter executable at C:\PreVeil\diagnostic\log_extractor. The executable may be right-clicked and run as administrator. If you do not have admin privileges a User Account Control (UAC) prompt will appear prompting for credentials.

Folder Redirection

Windows Folder redirection refers to redirecting the path of local folders, such as the Desktop folder, to a network location. Log export is best supported on local drives and has had mixed results saving on redirected paths.

Stand-alone Log Exporter

The log exporter may be downloaded and used portably wherever the desktop PreVeil software and a user account are set up.

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Mac

Instructions

Stand-alone Log Exporter

The log exporter may be downloaded and used portably wherever the desktop PreVeil software and a user account are set up.