In some cases we may request a log file to research what may be happening on INGEST. This article will go over how you can collect the log file so you are able to send it to us for review, please follow below instructions;
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There are three type of logs, please collect the all.
1) INGEST Logs;
Please run Metus INGEST and go to Tools > All Logs menu.
Once you have “All Logs” open, please entera date range (1 month before)in which the problem occurred and click on “List”button on the right hand side of the window. All the recorded events will be listed in the Description window.
Look on the right-hand side of the window and click “Export”button and choose a location to save the log file such as your Desktop.
Once you’ve saved the logs to the location you specified, you’ll need to compress them in order to be able to send quickly over the internet. Right-click on the log file and choose “Send to > Compressed (zipped) folder”. This will create a zip archive of the logs, you can then attach that to an email.
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2) Event Logs;
Please open the Event Viewer application on your computer first. The easiest way is usually to open the Start Menu and simply type in “Event Viewer” which should cause the item to appear which you can then click on to open.
Once you have Event Viewer open look on the left hand side of the window, look for the “Applications And Services Logs” item and click the arrow in front of the name to expand that section and Right-click on “Metus” log.
Once you click on the “Metus” log, click Save All Events As… and choose a location to save the log file such as your Desktop.
Once you’ve saved the logs to the location you specified, you’ll need to compress them in order to be able to send quickly over the internet. Right-click on the log file and choose “Send to > Compressed (zipped) folder”. This will create a zip archive of the logs, you can then attach that to an email.
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3) Avid Logs (If you are working with avid profiles);
Please Right click on Windows Start Menu first then click “Run” menu. The easiest way is usually to open the Start Menu and simply type in “Run” which should cause the item to appear which you can then click on to open.
When the “Run” menu appear on the screen, please type the following file path in the “Run” menu and click “OK” button.
*You can simply copy and paste the file path from here: %programdata%\Avid\AvidMediaToolkit\logs
Once you have File Explorer open, you will be able to collect all Avid log files, please select all the log files inside the “AvidMediaToolkit > Logs” folder.
Now you’ll need to compress the log files in order to be able to send quickly over the internet. Right-click on the selected log files and choose “Send to > Compressed (zipped) folder”. This will create a zip archive of the logs, you can then attach that to an email.
