How to generate Sync log file (EndNote online errors)

Assuming you have EndNote X7.2 or later, here are the steps to generate the Sync log file. Analyzing the log files we can try to find the error with your EndNote online sync.

 

WINDOWS 10

  1. Exit/Close EndNote.
  2. Download the Settings.xml file by right-clicking this link, and choosing "Save link as", and place it in this location: 
    C:\Users\[username]\AppData\Roaming\EndNote
  3. Once installed, restart EndNote.
  4. Sync to reproduce the error. 
  5. Shutdown EndNote. 
  6. Gather the log file (TEST.log, SENT.log, RECV.log) from: 
    C:\Users\[username]\AppData\Roaming\EndNote\Logs\EndNote Web\
  7. Send the log files to This email address is being protected from spambots. You need JavaScript enabled to view it.

Note:
If the log files are very large, you may need to zip them.

Once you obtain the log files, be sure to remove the xml file from the location above. Otherwise, every sync you do will continue to log, and those logs get very large, very fast.


MAC

  1. Exit/Close EndNote
  2. Download the Settings.xml file by right-clicking this link, and choosing "Save link as", and place it in this location: 
    /Users/[username]/Library/Application Support/EndNote/Settings.xml 
    To get to the Library folder, hold down the "option" key on your keyboard and go to the "Go" Menu and choose "Library". Browse to Application Support > EndNote and add the Settings.xml file.
  3. Once installed, restart EndNote and Sync to generate the error.
  4. Once that is done, shutdown EndNote and gather the log files (TEST.log, SENT.log, RECV.log) from: 
    Users/[username]/Library/Application Support/EndNote/Logs/EndNote Web/
  5. Send the log files to: This email address is being protected from spambots. You need JavaScript enabled to view it.

Note:
If the files are large, please compress them. You can highlight them all and click File > Compress 3 Items.

Once the logs have been gathered, remember to remove the Settings.xml file from the location where it was installed above. These files grow quite large quite fast and will continue growing as long as that xml file is installed.

Assuming they have EndNote X7.2 or later, here are the steps:
 
1. Download the attached Settings.xml file and place it in this location:
C:\Users\[username]\AppData\Roaming\EndNote 
 
2. Once installed, restart EndNote. 
3. Sync to reproduce the error. 
4. Shutdown EndNote. 
5. Gather the logs (TEST.log, SENT.log, RECV.log) from: 
 
C:\Users\[username]\AppData\Roaming\EndNote\Logs\EndNote Web\ 
 
Note: If the log files are very large, you may need to zip them. 
 
Once you obtain the log files, be sure to have the user remove the xml file from the location above. Otherwise, every sync the customer does will continue to log, and those logs get very large very fast.
 
 
Have the user do the following to generate the Sync log files:
 
1. Quit EndNote
2. Download the attached Settings.xml file and install into this location: 
/Users/[username]/Library/Application Support/EndNote/Settings.xml
 
To get to the Library folder, hold down the "option" key on your keyboard and go to the "Go" Menu and choose "Library". Browse to Application Support > EndNote and add the Settings.xml file.
3. Once installed, restart EndNote and Sync to generate the error.
4. Once that is done, shutdown EndNote and gather the logs (TEST.log, SENT.log, RECV.log) from:
Users/[username]/Library/Application Support/EndNote/Logs/EndNote Web/
5. If the files are large, please compress them. You can highlight them all and click File > Compress 3 Items.              
 
Once the logs have been gathered, remember to remove the Settings.xml file from the location where it was installed above. These files grow quite large quite fast and will continue growing as long as that xml file is installed.

 

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Warm Regards,
Alfasoft EndNote Team