How to Generate A Log Report

Use the following steps to generate a log report for the ONE application and send it to the Intego Support Team for troubleshooting:

1. Launch ONE: Open the ONE application by clicking its icon in the taskbar.
2. Access the Dashboard: Select the "Open" icon to navigate to the Dashboard.
3. Initiate Log Report:
   • Click on “Help” in your Mac Task Bar.
   • From the drop-down menu, choose “Generate Log Report.”
4. Complete the Pop-up Window: 
   • Fill in the required details in the pop-up window:
     • Support Ticket: Enter your 6-Digit Support Ticket number in the first text field.
     • Additional Info: Use the second text field for any extra information for the Intego Support Team.
     • Email: Provide your email address in the third text field.
     • Consent: Check the box that states: “I agree to collect and send information about my mac to Intego for troubleshooting purposes.”Security Note: In accordance with our Security policy, no personal information will be used or shared, and logs will be deleted after 60 days.
5. Send the Report: 
   • Select “Send Report.”
     • Wait Time: Report generation may take several minutes. You can stop the process anytime by clicking “Stop.”
6. Receiving Report:
   • After the report is successfully generated, you will receive a notification within your support ticket confirming that your log has been sent to our Support Team. 
   • Please note the 8-character Reference Number provided for your records.

Workaround for Log Reports not sent:

If the report fails to send automatically, you can manually export it by doing the following:

1. Click “Save Report on My Mac” to save the log file directly to your computer.
2. Attach this saved file manually to your existing support ticket.
3. Select “Close”.