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Obtain Logs

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

  • Your MyQ Roger Tenant name. The Tenant 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 Ricoh Logs

To obtain logs from a MyQ Roger Ricoh device, download them using the Roger Ricoh Installer.

You can download the Roger Ricoh Installer from the MyQ Partner Portal along with the embedded terminal installation package. If not previously done,

  1. Add the device using the red plus (+) button, fill in the device’s IP address/hostname, the administrator username and password, and then click Add Device.

    image-20240920-093957.png

  2. Click the Download Logs action in the upper-right corner.

    image-20240920-094020.png

  3. Wait for the status to change from Checking to Downloading to Done.

  4. Click on Open Logs Folder in the top ribbon.

    image-20240920-094042.png

The folder with the logs opens. The file you need will contain the device’s IP address in the file’s name.

image-20240920-094101.png

  1. Attach the logs .zip file 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.

    image-20260904-112023.png


  • 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.

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

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