Outlook troubleshooting: Generating an Outlook connector log file

If you encounter issues with the connector, ScheduleOnce may ask you to generate a log file that will help us troubleshoot the problem.

To generate a log file, take the following steps:

  1. From the taskbar in your PC, click the PC connector icon and select Open connector.

    NoteAlternatively, you can double-click the PC connector icon from your desktop.

  2. Press CTRL + SHIFT + L. The troubleshooting log starts automatically, logging all communication between ScheduleOnce and the connector.

  3. Once logging is enabled, you should reproduce the steps that generated the error. If you are not able to reproduce the error when you attempt this, please press CTRL + Shift + U to open the connector's options menu and turn on Logging: 1 Day.

    The logs will generate in the background as you use Outlook and ScheduleOnce. If the issue occurs during these 24 hours, the logs will capture it and give us the information needed. If the issue does not occur in this time, please open the options menu again by pressing CTRL + Shift + U and selecting Logging: 5 Days. 

  4. Once the issue has been reproduced, you should disable the logging by clicking the connector to bring it to the front and pressing CTRL + Shift + L. The connector may run slower if logging is not disabled after a log is captured.

  5. Press CTRL + Shift + D to access the folder where the log file was created.

  6. There are four essential files needed: Scheduleoncec4o.log, Recordchanges.log, ClxDate-out-.Dat, and ClxDate-in-.Dat (not always present). Please highlight and zip these files found in the log folder to a compressed file. 

    If you are not sure which files should be highlighted, it is okay to highlight all files in the folder and zip them all.

    Please send the zipped file to us with the following data:

    • A description of the issues you experienced
    • Your Outlook version
    • Your mail server: Exchange, Office 365, Outlook.com, or other
    • Your operating system

The log will register the detailed steps about the problems you encountered and will help our support team resolve the issue in a timely manner. 

If you would like us to assist you in generating and sending logs, please don't hesitate to contact us.

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