"Failed to export logs: The remote server returned an error: (500) Internal Server Error" when exporting Key Menu logs in Windows

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Common Reasons the Key Menu Exporter Fails

1. Antivirus intervention or quarantining of PreVeil processes

   1. Solution: Check antivirus quarantine and threat detections. Add the following directories to your exception list (if C drive is applicable, location may vary depending on device):

      1. C:\PreVeil

      2. C:\PreVeilData

      3. C:\Users\[Windows User]\PreVeil-[PreVeil ID]

         1. Where [Windows User] is your Windows Profile username and [PreVeil ID] is your PreVeil username

2. Windows Group Policy Object (GPO) restrictions set by your IT administrator

3. Redirected home folder (User disk profiles, etc.) changing the intended Desktop folder location for the log exporter

4. Custom Windows Environment Variable

Workarounds

1. If you have Administrator privileges on your device or work with your IT administrator, the Key Menu logs can be manually obtained from one of these locations:

   1. C:\PreVeilData\daemon\modes\prod\logs

   2. %localappdata%\preveil\drive\logs

   3. After obtaining the log files, you or your IT team will need to zip these files into a zip folder and attach them to a support ticket or, if needed, one of our support team members will send you another method to upload these log files for review.

2. Run the log_exporter.exe file as Administrator. This .exe file is located in:

   1. C:\PreVeil\diagnostic\log_extractor