Sometimes, we'll need your logs. If we've asked for your logs and you have no idea how to send them, you've come to the right page!

Send the Event Log

The Event Log (in particular) is most frequently utilized by the operator. It is used to self-troubleshoot BATM issues and transaction issues. To send us the Event Log, you first:

Login to CAS,
Navigate to the Terminal settings for the offending BATM,
Click on "Events":
Download the "CSV" log and attach it to a reply in your support email:

NOTE: Apple Mac’s may default to sending “.numbers” files.

We can not & will not open “Numbers” files. They are formatted files that may contain malware, and are a security risk. Support will not open formatted files (of any origin).

Please convert the “numbers” file to “CSV” (as described by Apple) before sending:

https://support.apple.com/guide/numbers/export-to-excel-or-another-file-format-tan3b922d4ad/mac#:~:text=Click%20Save%2C%20then%20type%20a,appended%20to%20the%20name%20automatically).

More information:

Clearing the logs:

In some cases, your logs may have grown too large or numerous to submit. Perhaps you just want to free up space? In that case type this:

sudo /batm/batm-manage log clear

That will delete the admin and master logs.

Afterwards, restart all GB services (to create new, empty log files)

sudo /batm/batm-manage stop all
sudo /batm/batm-manage start all

General Bytes Knowledge Base

Send Event Logs to Support

Send the Event Log

More information:

Clearing the logs:

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