Error Troubleshooting

General troubleshooting steps

• Try our online demo and see if you can reproduce the issue.
• Check the console or network log and report any errors.
• Enable and collect verbose logs (detailed below)

How to enable and collect verbose log

• Remove any old log files from

  • Windows C:\Windows\SysWOW64\Dynamsoft\DynamsoftServicex64_17\log or C:\Users\{UserName}\AppData\Roaming\Dynamsoft\DynamsoftService\log
  • macOS, Go > Applications > Dynamsoft > DynamsoftServicex64_17 > {installed version No.} > log
  • Linux, /opt/dynamsoft/DynamsoftServicex64_17/log

• Set LogLevel to 1 in your code. This property should be set as soon as the WebTwain instance is created. For example, in the event Dynamsoft_OnReady

function Dynamsoft_OnReady() {
  DWObject = Dynamsoft.DWT.GetWebTwain("dwtcontrolContainer");
  DWObject.LogLevel = 1;
}

NOTE

Changing this property will affect all clients. To collect logs for only one client machine, just add the line LogLevel=14 to DSConfiguration.ini on that specific machine.

• Reproduce the issue

• Zip the log files and share with Dynamsoft Support Team via email.

  • On Windows, the log files are in C:\Windows\SysWOW64\Dynamsoft\DynamsoftServicex64_17\log or C:\Users\{UserName}\AppData\Roaming\Dynamsoft\DynamsoftService\log
  • On macOS, the log files are in Go > Applications > Dynamsoft > DynamsoftServicex64_17 > {installed version No.} > log
  • On Linux, the log files are in /opt/dynamsoft/DynamsoftServicex64_17/log