Generate Support Data

In case you encounter a problem that requires help from the MyQ support team, you may be asked to provide more information about your MyQ system configuration, licenses, printer devices, terminals, etc. In such case, you need to generate a MyQ-helpdesk_%datetime%.zip file and send it to the MyQ support team.

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
Logs with Windows events. Currently, there are two logs - one for the Application channel and one for the System channel. The included events are of Critical, Error, and Warning severity.
The files statsData.xml, config.ini, and traefic.custom.rules.yaml

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.

How to Generate Support Data

Click Generate Support Data on the bar at the top-right of the Home dashboard. The Generate Support Data dialog box appears.
In the dialog box, specify the Date range of the MyQ events to include in the MyQ-helpdesk file, and then click Export. The file is generated and saved to your Downloads folder.

Generate Support data - setting the timeframe for the data

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.