Orbit Desktop Log file

This page documents how to get a clean logfile for Orbit Desktop Products.

When contacting Orbit Support to troubleshoot an issue please provide:

• Clear description of the problem.
  Screenshots help to document and understand the issue.
• Exact steps to reproduce the issue.
• Clean log file as described below.

The Orbit Logfile contains valuable information about ongoing processes and might be requested by the Orbit support team to troubleshoot a problem. This log file contains all actions of the last started session of an Orbit Desktop Product. Restarting Orbit will remove the previous log file and create a new one.

Steps to create a clean log file

1. Close all Orbit Desktop Products
2. Restart a single instance of Orbit Desktop
3. Reproduce the issue.
   Complete the steps to reproduce with a minimum number of actions/clicks to avoid clutter and overhead in the logfile.
4. Open and Save logfile
   Orbit Desktop > Mail Toolbar > Help Menu > Open Logfile …
   Or copy the Orbit logfile from the Operating system Temp directory, needed if the Orbit application crashed or the application startup is hanging.
   %temp%\orbit_3dm_<product>.log
%temp%\itwin_capture_<product>.log

When the Java Runtime crashes, a Java Fatal Error log file is created.
Search for “hs_err_pid[xxx].log” in the Orbit startup bin folder.

• Orbit Standalone or Client : <Orbit Setup>\client\program\bin64
• Orbit Server: <Orbit Setup>\server\program\bin64