Support page does not accept my log files

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1

Hi all,

what should I upload as log file while trying to create a tech ticket? My log directory has several files like studio_Sat_Jul_25_12_27_21_974561_enc.log.0 and debug_network_Sat_Jul_25_10_03_25.log.enc but nothing is accepted.

I read that there were bugs on the page and that there should be .tar.gz files but I don’t have these.

I cannot upload dummy files. Any try to upload log immediately pops up “please upload logfiles”.

Any ideas? Is this still a bug these days?

Thank you!

2

You have to do it as described in the wiki - It’s not a bug; you just forgot to pack it:

  1. You can see all the log files in the log folder, as shown in the following figure. Please send us all logs for the corresponding time period in a zip file in the support ticket.
3

Thank you for pointing me to the wiki!

I read this but unfortunately, it still doesn’t work.

  • ZIP file is mentioned in the Windows section. However, I tried to zip one as well as several files but immediately get the red popup.
  • tar.gz is mentioned when exporting to external SD. Tried to tgz some files - same story.
  • Setting the time period in the form and selecting and uploading all files from the period - same.

The page clearly does not upload anything. When I press OK I always get the popup - immediately.

bambu_upload_error
bambu_upload_error1264×654 54.9 KB

4

Just Upload the Zip file as “Other Attachments”, had the same problem but that worked fine.

5

Thank you! Adding the log files as “Other attachment” itself works. Three files uploaded without any issues. But “Submit” does still not accept it, still the same issue with “Upload log file”.

Interestingly, support seems to be able to see the “draft” ticket. I’ll keep trying… :sleepy_face:

Btw, the firefox debug console trying to upload:

Source map error: request failed with status 404
Resource URL: https://bambulab.com/_next/static/chunks/pages/x1-bf7856d54887a9b0.js
Source Map URL: x1-bf7856d54887a9b0.js.map

Site is definitely broken, if you ask me.

6

Are you trying to upload log files from your computer ? in the printer log files directory ?

7

Yes. I use the web form (Sign In | Bambu Lab).

I will try BambuHandy smartphone app next. Unfortunately, I do not have all the photos and videos and if I open the draft ticket there, these are missing but required.

8

Use the site , last i looked it had a different directory for computer log files ,

Makers supply / support / support center / my service portal from the dropdown in your account profile

Make sure the files are compressed and zipped if they need to be .(max is about 3 gig)