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

• v19.0+
• Versions below 19.0

1. Remove any old log files from
   • Windows C:\Program Files (x86)\Dynamsoft\Dynamic Web TWAIN Service {version number}\log or C:\Users\{UserName}\AppData\Roaming\Dynamsoft\Dynamic Web TWAIN Service\log
   • macOS, Go > Applications > Dynamsoft > Dynamic Web TWAIN Service {version number} > log
   • Linux: /opt/dynamsoft/Dynamic Web TWAIN Service {version number}/log
2. Set the log level
   • Option A - (Only recommended for v18.0+) For only one client machine, add the line LogLevel=14 to DSConfiguration.ini on that specific machine. To find the DSConfiguration.ini file, please return to the previous directory from the log directory.
   • Option B - Single client machine troubleshooting - go to the application with Dynamic Web TWAIN integrated, press F12 to open the development tools, switch to “console” tab and enter the command DWTObject.LogLevel = 1 to enable the debugger mode.
   • Option C - For all client machines (application wide) - 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() {
        DWTObject = Dynamsoft.DWT.GetWebTwain("dwtcontrolContainer");
        DWTObject.LogLevel = 1;
      }
     

3. Perform a hard refresh (Ctrl + F5) on the application web page and attempt to reproduce the issue. To expedite issue identification, we would greatly appreciate it if you could create a txt file that records the time when the issue occurred and place the file in the same log folder.

4. Zip the log folder and share with Dynamsoft Support Team via email.
   • On Windows, the log files are in C:\Program Files (x86)\Dynamsoft\Dynamic Web TWAIN Service {version number}\log or C:\Users\{UserName}\AppData\Roaming\Dynamsoft\Dynamic Web TWAIN Service\log
   • On macOS, the log files are in Go > Applications > Dynamsoft > Dynamic Web TWAIN Service {version number} > log
   • On Linux, the log files are in /opt/dynamsoft/Dynamic Web TWAIN Service {version number}/log
5. Please remember to either remove the “LogLevel” entry from the “DSConfiguration.ini” file or set DWTObject.LogLevel back to its default value (0) to disable the debugger mode. Otherwise the operation speed will be affected.

1. Remove any old log files from
   • Windows C:\Windows\SysWOW64\Dynamsoft\DynamsoftServicex64_{version number}\log or C:\Users\{UserName}\AppData\Roaming\Dynamsoft\DynamsoftService\log
   • macOS, Go > Applications > Dynamsoft > DynamsoftServicex64_{version number} > {installed version No.} > log
   • Linux: /opt/dynamsoft/DynamsoftService/log
2. Set the log level
   • Option A - (Only recommended for v18.0+) For only one client machine, add the line LogLevel=14 to DSConfiguration.ini on that specific machine. To find the DSConfiguration.ini file, please return to the previous directory from the log directory.
   • Option B - Single client machine troubleshooting - go to the application with Dynamic Web TWAIN integrated, press F12 to open the development tools, switch to “console” tab and enter the command DWTObject.LogLevel = 1 to enable the debugger mode.
   • Option C - For all client machines (application wide) - 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() {
        DWTObject = Dynamsoft.DWT.GetWebTwain("dwtcontrolContainer");
        DWTObject.LogLevel = 1;
      }
     

3. Perform a hard refresh (Ctrl + F5) on the application web page and attempt to reproduce the issue. To expedite issue identification, we would greatly appreciate it if you could create a txt file that records the time when the issue occurred and place the file in the same log folder.

4. Zip the log folder and share with Dynamsoft Support Team via email.
   • On Windows, the log files are in C:\Windows\SysWOW64\Dynamsoft\DynamsoftServicex64_{version number}\log or C:\Users\{UserName}\AppData\Roaming\Dynamsoft\DynamsoftService\log
   • On macOS, the log files are in Go > Applications > Dynamsoft > DynamsoftServicex64_{version number} > {installed version No.} > log
   • On Linux, the log files are in /opt/dynamsoft/DynamsoftServicex64_{version number}/log
5. Please remember to either remove the “LogLevel” entry from the “DSConfiguration.ini” file or set DWTObject.LogLevel back to its default value (0) to disable the debugger mode. Otherwise the operation speed will be affected.