Logs to be sent to support in case of problems

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Logs to be sent to support in case of problems

Post by Birdy »

In order to investigate your problem, some logs are needed to analyze it. Here is the procedure to follow:

Please, close Thunderbird and Sunbird, then disconnect and reconnect your mobile.

Right after the problem, without restarting any process (Thunderbird for instance) and without disconnecting your mobile to avoid the overwriting of the logs, please, send all the logs to support@birdiesync.com:

If you have BirdieSync or later installed, simply use the log archiver: menu "Tools/BirdieSync/Archive logs..."

If you have a previous version of BirdieSync, then you have to copy these logs manually:

On the desktop:

For version up to In C:\Program Files\BirdieSync:

For version from on XP in C:\Documents and Settings\<user name>\Application Data\BirdieSync\:

For version from on Vista in C:\Users\<user name>\AppData\Roaming\BirdieSync\:

Note: Application Data and "AppData" are hidden folders: in explorer window, you must check the option "Show hidden files and folders"


For version up to In C:\Program Files\BirdieSync\log:

For version from on XP: In C:\Documents and Settings\<user name>\Application Data\BirdieSync\Log\:

For version from on Vista: In C:\Users\<user name>\AppData\Roaming\BirdieSync\Log:

ThunderbirdService.log (if you use Thunderbird)
SunbirdService.log (if you use Sunbird)
Transfer.log (starting from

On XP in C:\Documents and Settings\<user name>\Local Settings\Temp\

WCESMgr.log (only Windows XP): be carefull they are several files with similar but different names (WCES*.log)

On Vista in C:\Users\<user name>\AppData\Local\Temp


On the device

In \Program Files\BirdieSync

BirdieWatcher.log (if present)

Note: If case you have problem in copying "DeviceProvider.log" on the device because of a sharing violation:

On your device. Launch the file explorer. Go to \Program Files\BirdieSync. Copy and paste DeviceProvider.log on the device (not on the desktop) in the same directory . That should duplicate the file DeviceProvider.log to another file named "Copy of DeviceProvider.log". This copy will not be locked and you should be able to copy it to the desktop.