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The Help Menu

The help menu in the Downloader gives you access to the Downloader's logs and lets you submit a support request to Pruvan Support from the Downloader.

Pruvan Downloader Logs

There are 2 types of logs available from the Downloader; the regular logs have the information you see in the rolling log window of your Downloader, the debug logs show extra information that could be useful in troubleshooting a problem.  Logs files are separated by day.

View Today's Log

This will open the Application log window, which displays the current log file.

  1. Open your Pruvan Downloader
  2. Click Help
  3. Select Log

View All Log Files

This will open the log folder in your file explorer.

  1. Open your Pruvan Downloader
  2. Click Help
  3. Select Log
  4. Click Log Files

From here you can select and open the regular or debug log file you want to view in your text editor.

Request Support

When you're having issues with your Downloader that you can not solve on your own, submit a support request from the Downloader that's having problems.  This will open a ticket with Pruvan Support and include your current Downloader debug log.  The request support page also has a server status indicator.  You should see green 'online' boxes.  If you do not, verify that your internet connection is working and then check the Pruvan System Status article to see if we have any know issues.

How to Submit a Support Request

  1. Open your Pruvan Downloader
  2. Click Help
  3. Select Request Support
  4. Enter your email address
  5. Enter a detailed description of your issue
  6. Click Submit

  

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