How to Create Support Files in XpressConnect

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Why create a support file?

A support file contains information about the machine, network adapters, and any errors received while the XpressConnect wizard is attempting to configure your device. This information is useful to both the Provider Desk and the vendor if escalation is needed, and will minimize requests for additional information and data.

On a problematic machine, follow the steps below for your device to create a Support File and include it and a description of your problem when you contact the Provider Desk for assistance.

Platform by Platform:

Android

  1. While the XpressConnect application is open and at the failure point, press the menu button.
  2. Click "E-Mail log file..."
  3. Replace the logs at cloudpath.net with your email address.

iOS

It is not possible to create a Support File while running the iOS version of XpressConnect. Users experiencing trouble (who are not prompted to load the profile) should power cycle their device and attempt again. If there is difficulty connecting after the profile was installed, verify the user has entered the proper PennKey user name and password.

Mac OS X

  1. Go to the Options menu, and the Support sub menu.
  2. Select "Generate Support File."

Windows

  1. Go to the Options menu, and the Support sub menu.
  2. Select "Generate Support File."

Locations of log files

If you are unable or forgot to create a support file, you can obtain a log file which also contains useful data. The locations of log files are identified below.

XpressConnect log files can be found at the following locations: 

   * Windows XP: C:/Documents and Settings/[USER]/Local Settings/temp/My Networks/
   * Windows Vista and 7: C:/Users/[USER]/AppData/Local/Temp/My Networks/
   * Mac: /tmp/XpressConnect

On Windows, the user's temp directory can be quickly accessed by typing '%temp%' into the address bar.

The primary log file is XpressConnect.log. It contains the logs related to all configuration and execution of XpressConnect.

On Windows, the XpressConnect_exe_load.log file contains logs related to the download of XpressConnect. This is useful in troubleshooting issues occurring before the main XpressConnect application displays.

On Windows, when XpressConnect loads using ActiveX, the activex_launch.log will be created. This log contains information about the initialization of the ActiveX component.

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