---
title: "How to pull database and log files from Dashboard on Windows"
slug: "how-to-pull-database-and-log-files-from-dashboard-advanced"
updated: 2025-08-27T16:53:04Z
published: 2025-08-27T16:53:04Z
canonical: "docs.telosalliance.com/how-to-pull-database-and-log-files-from-dashboard-advanced"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.telosalliance.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to pull database and log files from Dashboard on Windows

## SCOPE

> [!WARNING]
> 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.

1. Login to windows using an account with administrator privileges
2. Open the services menu
3. Find the Telos Infinity service

> [!CAUTION]
> Disabling this service will stop Dashboard. Ensure all will not need access to the system while these files are being collected.
4. Open file Explore
5. Click the view button along the top
6. On the far right find the Show/Hide box
7. Click the empty box next to "Hidden items" so it shows a check box
8. Navigate to the install drive

> [!NOTE]
> Normally this is the "C" Drive. In Window 10 file explore displays this as "OS (C:)" in the menu
9. Open the "ProgramData" folder
10. Open the "Telos" folder
11. Open "Infinity" folder
12. Open the 3.0 folder

> [!WARNING]
> 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.
13. Select the dashboard Agent and/or host logs customer support is requesting
14. Copy paste them to the desktop
15. Select the db.dat file
16. Copy paste this to the desktop
17. Create a new folder on the desktop
18. Place all files into this new folder
19. right click on the folder
20. Find the "Send to" option
21. Select "compressed zipped"
22. Attach the .zip file to a reply from your open email thread
23. In the Windows Services window, click on the Telos Infinity service
24. On the right side of the panel click the text that says "Start"