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 MyQhelpdesk.zip file, which contains multiple files with all the necessary information, and send it to the MyQ support team.

The .zip file includes the Logs folder which contains:

  • error logs from Apache and PHP,

  • the MyQ log file log_dateandtime.xlsx,

  • the Windows Event log,

  • and the MyQ-helpdesk.xml file with MyQ system information.

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, but they differ from each other.

To generate the MyQ-helpdesk.zip file:

  1. Click Generate data for support on the bar at the top of the Home dashboard. The Generate data for support dialog box appears.

  2. In the dialog box, specify the Day and the exact Time span 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 data for support options