Enable logging (agents only)
Below are the steps required to enable logging in the various different tools used by the support team. Click on the link to view the details for that program.
Hardware Utility
To enable logging for the Hardware Utility:
- Remote connect into the computer (typically using Goto Assist)
- Locate the service folder
Tip:Typically this is located at C:\Program Files (x86)\Retail Express\Retail Express Hardware Utility
- Open the .service folder
- Open the file nlog.config
- Change the Logging Level from Warn to Debug
- Press the Windows + R button
- Type in services.msc and click OK
This will open Windows Services
- Find Retail Express Hardware Service in the list
- Right click the service and select Restart
- Perform a transaction with the card that is causing a problem
- Open the file log.txt from the Hardware Utility Service folder opened in step 3
- There should be an entry displaying the card type. The value that's displayed (CardType = 3.Credit in the screenshot below) should be added to our database mapping table.
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PC-EFTPOS
PC-EFTPOS is already enabled for basic logging, but you can enable deeper logging.
Note: Log files are stored in C:\PC_EFT\EFTPOS000.LOG or C:\Program Files (x86)\PC_EFT.
Ver 5.0.6.0 has the program files directory; all others are just C:\PC_EFT.
To enable deeper logging:
- Open the PC-EFTPOS client
- Locate the Tracing section at the bottom of the client
- Ensure Host & POS are ticked
They will most likely be unticked - Press Apply on the right-hand side
- Restart the PC-EFTPOS client
- Reopen the PC-EFTPOS client
- Both Host & POS should be ticked
- Review the log files with additional messages recorded
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Offline POS
Logging is done entirely via Serilog. However the client side/offline server logging is done to a rolling file written locally to disk on the offline server.
- Logs are written by default to %ProgramData%\Retail Express\Offline POS\Logs
- Logs are kept for 7 days before being automatically deleted
- Each service has its own log
- The logging level is centrally located by a registry entry in HKLM\SOFTWARE\Retail Express\InstalledProducts\Offline POS\LoggingLevel with the value being the string representations used by Serilog:
- Verbose - tracing information and debugging minutiae; generally only switched on in unusual situations
- Debug - internal control flow and diagnostic state dumps to facilitate pinpointing of recognised problems
- Information - events of interest or that have relevance to outside observers; the default enabled minimum logging level
- Warning - indicators of possible issues or service/functionality degradation
- Error - indicating a failure within the application or connected system
- Fatal - critical errors causing complete failure of the application
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