Obtain Logs

When you contact MyQ Support to investigate any issues with MyQ Roger, you should specify:

• Your MyQ Roger Tenant name. The Tenant's name can be found:

  • In the MyQ Roger mobile app, go to More > Profile > Tenant name.

  • In MyQ Roger Client (MRC), it's visible in the top center.

  • In the terminal, tap the MyQ Roger logo on the login screen.

• The username (email) where the issue occurred.

• The exact time of the issue.

• A detailed description of the issue.

• Logs of any MyQ Roger products you currently use.

MyQ Roger Client Logs

The default location of the MyQ Roger Client logs is in the following two directories:

1. C:\ProgramData\MyQ\Desktop Client\logs

2. %userprofile%\AppData\Local\MyQ\Desktop Client\logs

3. Store all the files and folders from both directories in a .zip file and attach it to your helpdesk case.

Roger Web UI

• Login to the Roger Web UI as a user with an admin role (permission Printers / Manage printers is required).

• Open Printers and find the printer you wish to download the logs from.

• Open its details and in the three-dot menu select Request Log Download.

  

  
  

• When the log download is finished, the file itself is stored on the Roger server.

  • Download it in the same three-dot menu by selecting Download Log.

• The file is encrypted and cannot be opened directly. Please provide it to MyQ Support with your ticket.