So… I need to raise a ticket with BL.
The mandatory log upload is impossible though, as the websites allows me to select the files, but does not accept them…
Any ideas?
Could you please share more information about the problem?
What printer are you using and how are you trying to upload the logs?
We have Wiki guides for all printers on how to upload the logs;
https://wiki.bambulab.com/en/x1/troubleshooting/upload-log
Please check them for step-by-step guidance.
1 Like
Hi.
I tried uploading them to your website. The website doesn’t seem to take them. And when I then try to submit the ticket, the logs are obviously missing and I get an error message stating that…
Are you uploading the .tar.gz logs from the SD card? They are fairly big file size, the first time I tried I was trying to upload the wrong one.
I just picked the logs from my Mac folder and tried to upload. But the BL website doesn’t take them. It worked a few days ago, same machine etc, for another ticket that is still ongoing.
Please share the type of file you are uploading (is it an archive?) and the model for which you are uploading them.
That way, we can better troubleshoot this issue and assist.
It is not an archive. It is the three last files the machine generated *.log.0 and log.enc. Total file size is less than 6MB.
Please archive the files in a .zip format and then the upload should work as expected.
I am sorry, but this is just a bit of a useless suggestion.
However, I have tried, and I still get the same but I keep getting the same error.
As soon as I select the files to upload, I immediately get a message “Please upload the printer log files”. The website does not even take the files in question, I directly get the error message.
The file asked for when you open a ticket is attained from the export log button on your printer only afaik, it’s a big file that is .tar.gz format. I’m assuming other files are accepted once the ticket is underway but not the original upload.