Sometimes we may request some log files from clients or servers to aid in the resolution of a support ticket, below is the location where these log files are stored depending on the Operating System;


If relevant when sending a copy of the logs it will also be very helpful if you could provide the approximate Time and Date the issue occurred.


We do have a system where you can send these log files to us securely, Please include your organisation name, Impero Licence key, or Ticket ID in the message.


TABLE OF CONTENTS

Windows

Location 1 - C:\
Location2 - C:\programdata\EducationPro\Impero\
*The programdata folder is hidden by default so you may need to type the address in manually to show hidden folders or change your view settings to see hidden folders - How to Show Hidden Files and Folders in Windows 7, 8, or 10

There are many files in this location both on the Impero Client machine and the Impero Server;




MacOS

Location - /var/logs


To access the location you can either access this using the console app or Finder->Go->Go to Folder->type /var/log

Target the /var/log folder

You should see some .log files that start with Impero similar to the ones below in the image but there may be more


This can also be done in the terminal as a superuser, which should zip up all the Impero* logfiles to the desktop (or a folder/path of your choice);


sudo su
sudo zip ~/Desktop/ImperoLogs.zip /var/log/Impero*


ChromeOS

To access the ChromeOS logs for the Impero application you will need to click on the Impero Icon at the top of the browser, which will pop out a small menu where you can click the logs link

After clicking the Logs link you will be prompted to save them to a location;

iOS

To access the iOS app logs for Education Pro you will need to click on the Impero app icon on your iOS device.

After the app opens you will be taken to 1 of 2 locations as shown below. What you will want to do is click "share logs"

Location - 1 Server IP screen

Location - 2 Managed browser page

Location 1
Location 2

You will now be presented with a .ZIP file which you can send to the case agent either directly via the ticket or by our EdAware send platform as outlined at the top of this article.

Android

To access the Android app logs for Education Pro you will need to click on the Impero app icon on your android device.

After the app opens you will be taken to 1 of 2 locations as shown below. What you will want to do is click "share logs"

Location - 1 Server IP screen

Location - 2 Managed browser page


Location 1
Location 2


You will now be presented with a .ZIP file which you can send to the case agent either directly via the ticket or by our EdAware send platform as outlined at the top of this article.