Generate Support Data

If you encounter a problem that requires help from the MyQ support team, providing detailed information about your MyQ system configuration, licenses, printer devices, terminals, etc., can be helpful in resolving your issue. You can generate a MyQ-helpdesk_%datetime%.zip file and send it to the MyQ support team.

Support ZIP File Contents

The .zip file contains:

• MyQ log file log_%datetime%.xlsx

• MyQ-helpdesk.xml
  This XML file contains necessary information about the MyQ configuration.

• myq.exe dump files

• Logs and PM Server directories from the MyQ data folder

• Windows Event Logs, including the Application and System channels only. The included events are of Critical, Error, and Warning severity.

• The files statsData.xml, config.ini, and traefic.custom.rules.yaml

• (Optional) The Printers directory, containing device logs

The MyQ log file corresponds to the MyQ log that can be displayed on the MyQ Web Interface or in the MyQ Easy Config application.

Export Logs from Printers

When generating support data, you can optionally include device logs from up to 5 printers. In the Generate Support Data dialog, select the printers whose device logs you want to include in the export.

How to Generate Support Data

1. Click Generate Support Data at the top of the Home dashboard.

2. Specify the Date range of the MyQ events to include in the MyQ-helpdesk file, and click OK.

3. (Optional) Select up to 5 printers from which to include device logs.

   

   
   

4. Click Export. The .ZIP file is generated and saved to your Downloads folder.

You can also generate data for support in Easy Config. On the Home tab, under the Data for Support section, set the Date and Time for the data, and click Generate. The file is generated and you can select where to save it.