Knowledge Base

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Getting UPtick Diagnostics

Getting a Computer Diagnostic

Both Windows and Mac have a way to collect system information. These files helps us greatly as it contains all the pertinent information we need. You can get it be following these steps:

Windows

Press the start button, search for a program called “dxdiag”, and run it. This can be done with the search in the start menu.

Once the program starts there should be a button at the bottom of the application that says “Save All Information …”. Press that button and save the file to your computer.

Send that text file back to us.

Mac

Click the Apple icon in the top left, and select About This Mac.

Click on “More Info…” in the “About This Mac” window.

A new window will appear with different system information. Click File and then save.

Send the saved file back to us.

Browser Diagnostics

A diagnostic file can be downloaded from your browser when you are having issues with UPtick. Follow these steps to get it:

Load up the conversation.

Click the Asset_1.png in the bottom right. Click on this right away, as soon as you see it. It may take several seconds after clicking it, but eventually you will see the words “open console” appear.

When the issue has occurred, wait 30 seconds, and click “open console”.

A pop-up will appear with a log file in it. Similar to this: 

test.selleration.com_sim_diagnostic.png

When sending us your issue, please include the text of this text box with the message.

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