The Codat Support team may advise that your end-users retrieve the Sage 50 connector local logs installed on their machine to ensure prompt diagnosis of more complex issues affecting their syncs.
When is it needed
Some complex issues reported to Codat Support will require us to gain access to additional logs located in the machine where the end-user has installed the Sage 50 connector. This is especially helpful when dealing with issues in starting the connector, running syncs or any error pop-up messages displayed to the end-user when the connector is operating.
Please note that these logs cannot be retrieved remotely and the end-user who installed the connector must follow the steps below in the machine where they installed the Sage 50 connector.
Step-by-step
To retrieve the Sage 50 connector local logs, the end-user must first log into the machine where they have installed the connector.
They must then:
- Open a File Explorer window and paste %LocalAppData%\Codat in the address bar
- Open the folder returned
- Open the Sage 50 folder and send the entire content of the Logs folder
------------------------
If you have tried the steps above and are not able to resolve this issue, contact support@codat.io with the company ID and any screenshots of the issue.