Applies to Software/Firmware Version(s): any
When creating a trouble ticket for the developers of REDACTIVE, they usually need copies of the log files and, sometimes, the licenses file. Where can I find those files?
Location of the licenses file:
- On the server (Enterprise) or on the workstation (Desktop):
The file name is 'licenses' with no extension.
If you get a new license file, it sometimes comes with an extension; remove the extension when you place it in this folder.
Be aware that the word 'license' is spelled differently outside the US. We had an issue where we advised a customer in England to remove the extension from the replacement license file that we sent, and they renamed the whole file as 'licences' - the correct spelling in GB. REDACTIVE didn't recognize the file and failed to start. When we advised them to use the US spelling, 'licenses,' REDACTIVE recognized it and worked as expected.
Location(s) of the log files:
The two log files are:
In REDACTIVE Enterprise, there is also this log file that might be helpful:
- WatchGuard REDACTIVE.log
Their locations are different for the Enterprise and Desktop versions.