SCOPE
In some cases support may request system logs and/or the database file. This document outlines how to recover these files from the windows machine running Dashboard Advanced.
Login to windows using an account with administrator privileges
Open the services menu
Find the Telos Infinity service
Disabling this service will stop Dashboard. Ensure all will not need access to the system while these files are being collected.
Open file Explore
Click the view button along the top
On the far right find the Show/Hide box
Click the empty box next to "Hidden items" so it shows a check box
Navigate to the install drive
Normally this is the "C" Drive. In Window 10 file explore displays this as "OS (C:)" in the menu
Open the "ProgramData" folder
Open the "Telos" folder
Open "Infinity" folder
Open the 3.0 folder
The Agent logs will be listed first , then Database file, and last the Host logs. Both sets of logs are going to be listed oldest to newest by date, and they are rotated every 24 hours.
Select the dashboard Agent and/or host logs customer support is requesting
Copy paste them to the desktop
Select the db.dat file
Copy paste this to the desktop
Create a new folder on the desktop
Place all files into this new folder
right click on the folder
Find the "Send to" option
Select "compressed zipped"
Attach the .zip file to a reply from your open email thread
In the Windows Services window, click on the Telos Infinity service
On the right side of the panel click the text that says "Start"