Corrupted log file no ticket possible

[user_969986077]

I need to complain about a technical issue with my bird eye camera BUT
it is not possible to send the ticket because the log file is mandatory BUT the logfile provided by H2D seems to be corrupted.
How will I be able to complain about this issue without the log file ?

[user_969986077]

The online chat give me the advice to complain at
https://bambulab.com/en/my/support/general-inquiry
may be this is helpful

[L0rdS474n]

Are you receiving an error indicating that they are corrupted?

Since they’re encrypted, you won’t be able to read them directly yourself.

[T_guttata]

You can do a ticket without log file. Maybe you need to chose a more general category.

[user_969986077]

it is a .rar file and my PC stated that it is corrupted.
And Bambulab does not upload it.
I take differed stick´s no one works
@T_guttata yes I did at general topic but I did not get any answer up to now

[T_guttata]

They are quite busy. I‘m still waiting for reply to an open ticket as well.

[L0rdS474n]

You might want to read this thread

Decoding the LOG file on the X1C

Anyone know what format the logfile is in?.. the extension is .TAR but none of my TAR decompression tools recognize the format… and it’s not a straight up text file. the file name also has an “_enc” in the filename suggesting it may be encrypted somehow - so wondering if anyone was able to find their way into the file? I just want to troubleshoot my non-operational AMS system, and am hopeful to find any errors that were logged right when it failed… yes - i’ve opened a support ticket… but i’m …

[user_969986077]

Thank you for the information.
I do not want to encrypt it.
But the upload of the file fails so I can´t complain about my issue at all.

[L0rdS474n]

Is there a specific reason you’re not allowing the printer to upload it?

Are you using LAN-only mode?

[user_969986077]

no, i just can’t open a technical ticket with bambulab because i can’t upload the log file so the supmit field remains grayed out

[L0rdS474n]

If you choose to upload the logs from Handy, it will do so automatically—as long as you’re not in LAN-only mode.

If you’re still seeing an error, try shutting down the printer for a few minutes, then restarting it and attempting to submit the ticket again.

I had a similar issue with my X1 Carbon where the logs were corrupted, and I had to restart the printer before I was able to send the ticket successfully.

[user_969986077]

Unfortunately, I don’t know how to upload the log file from my cell phone or PC.

I thought I had to use the USB stick from the printer and upload it manually via my PC, which doesn’t work

[L0rdS474n]

If you’re using Handy, tap the “Me” icon and go to the Support Center.
In the Support Center, choose the option to create a new ticket (the exact wording may differ if your Handy app isn’t in Swedish).

Select Printer Related.

Then select your printer

Next, choose either a specific time or associate the issue with a particular print job.

Review the selected time and details, then proceed to finalize the log upload.

Once you submit the ticket, the printer logs will be uploaded automatically. Please note that your printer will be unavailable for printing during the upload process.

Hope this helps!

[user_969986077]

Oh thank you so much
I was not aware of this possibility.
Much better than USB Stick