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Sometimes there may be a need to troubleshoot Disk Drill. One of the first items our tech support may ask for are the internal Disk Drill logs. To accomplish this you can do the following.

Disk Drill for macOS

#1. If No Crash Occurred:

Getting activity logs without launching Disk Drill:

  1. Launch Applications -> Utilities -> Console
  2. Among the options in the left sidebar, click the arrow next to ~/Library/Logs and find the file called DiskDrill.log.
  3. Right-click DiskDrill.logSelect the Mail option and send the log by email to help@cleverfiles.com. Alternatively, select the option Reveal In Finder, attach that file to an email, and send it to help@cleverfiles.com.
  4. Now select another log in the same window: Click the arrow next to /Library/Logs/ then the arrow next to CleverFiles and then right-click on cfbackd.log and send/attach it according to the previous step.

Getting activity logs within Disk Drill:

  1. Open Disk Drill application.
  2. Click on Disk Drill on the main menu bar at the top of your screen. You should see options for Disk Drill Log and Recovery Vault Log options.
  3. Select each of them separately. A Console window will open for each one.
  4. Email each log, as shown in steps #3 and #4 in the above section.

#2. If Crash Occurred:

If Disk Drill crashed, in addition to activity logs, we’ll also need the following crash reports:

Crash reports for Recovery Vault:

  1. Launch Applications -> Utilities -> Console
  2. Among the options in the left sidebar, click the arrow next to System Diagnostic Reports (or FILES->/Library/Logs/->DiagnosticReports).
  3. Now find the file with the name like “сfbackd_<date>_<computer name>.crash”. Right-click on it, select the Mail option and send the log by email. Alternatively, select the option Reveal In Finder, attach that file to an email, and send it to our tech team.
  4. Another option is to just email us all the crash logs with the name “DiskDrill” from the following folders:
    /Users/<username>/Library/Logs/DiagnosticReports/ (for GUI logs)
    and 
    /Library/Logs/DiagnosticReports (for daemon's logs)
Download Disk Drill data recovery app for Windows  for Mac

Disk Drill for Windows

The internal log files for the Windows edition of Disk Drill can be accessed from the main app’s window:

Click or tap the Configuration gear icon, and choose “Disk Drill log” in the menu that appears. This will open the log file in your default text editor, usually Notepad. Save this file to your Desktop or where convenient, and email it to us.

Alternatively, if you can’t or don’t want to access Disk Drill’s interface for any reason, you can always find the same log file in the following folder on your system disk:

C:\Users\{user name}\AppData\Local\DiskDrill\dd.log
or 
%USERPROFILE%\AppData\Local\DiskDrill\dd.log

The dd.log file is the one our Tech Assistance team will need.

That’s it. Once we receive the log files, we’ll be able to help you pinpoint the problem.

.updated: September 6, 2018 author: Jill