Collecting Debug Transfer Logs

You can increase or decrease application logging detail to assist in troubleshooting the Signiant App. If portal members are unable to transfer files using Media Shuttle, application logs can assist in diagnosing and fixing the problem.

Submitting Logs to Signiant Support

To send logs to Signiant Support, create a .zip file containing all logs and send the file to support@signiant.com including any replication steps or relevant details about the transfer.

If the zipped file is too large to send as an email attachment, use the Signiant Support transfer portal.

Note: The Signiant Support transfer portal can accept app-less transfers.

Enabling Debug Logging

To enable debugging logs for the Signiant App:

macOS

1. In your terminal, enter open -e ~/​Library/Preferences/com.signiant.SigniantClient.json​ to open the Signiant App configuration in a text editor.
2. In the SigniantClient.json file, change the overall ​"log-level" to "trace".
3. In the log-level-overrides array, set the "level" to "trace".
4. Save and close the file.
5. Restart the Signiant App to apply the new settings.
6. Return to the portal and try again.

To disable debug logging, modify SigniantClient.json by setting the logging level back to "info".

Note: If you are unable to quit the Signiant App, use the Activity Monitor to terminate the SigniantWatchdog process, then the SigniantClient and SigniantUser processes.

Windows

1. Navigate to C:\Users\​<username>​\AppData\​Roaming\Signiant.
2. Open the ​SigniantClient.json​ file in a text editor.
3. In the SigniantClient.json file, change the overall ​"log-level" to "trace".
4. In the log-level-overrides array, set the "level" to "trace".
5. Save and close the file.
6. Restart the Signiant App to apply the new settings.
7. Return to the portal and try again.

To disable debug logging, modify SigniantClient.json by setting the logging level back to "info".

Note: If you are unable to quit the Signiant App, use the Services control panel to terminate the SigniantWatchdog process, then the SigniantClient and SigniantUser processes.

Log Locations

The location of the application and transfer logs varies depending on your operating system:

macOS: ~/Library/Logs/Signiant/
Windows: C:\Users\<Username>\AppData\Roaming\Signiant\Logs\

Note: AppData is a hidden folder. To access it, enable Show Hidden Items in File Explorer, or enter %appdata% as the file path to access the folder.

For additional troubleshooting information, see the Signiant App Troubleshooting Guide for macOS or Windows.

Log Levels

The Signiant App configuration file includes two parameters to control log detail levels. You can modify the log-level and log-level-overrides in the SigniantClient.json configuration file.

• The log-level parameter sets the overall logging level for the lifecycle of the application and transfers.
• The log-level-overrides parameter accepts an array that sets specific logging levels different from the level set by the log-level parameter. This setting allows you to increase the level of detail while investigating an issue.

The log level parameters accept the following values:

• error - Only reports minimal information and transfer errors, and consumes the least amount of disk space.
• warning - Includes transfer error information as well as any non-critical warnings encountered by the application during a transfer.
• info (Default) - Includes basic transfer information.
• trace - Includes a verbose and complete breakdown of all transfer and application information, including transfer details for control and data actions that took place during a transfer, and can consume a large amount of disk space.

Note: Log levels should only be increased to debug file transfers. Increasing the log level can impact performance and take up disk space.