What are Upload Logs?
Some support issues require the Support Team to investigate deep in the inner workings of the ONE software. And this analysis is achieved through the use of "Logs" or "Log Files". These Logs are generated automatically by the software. Please note that these logs do not contain any personal or trading related information - they just detail the programming steps undertaken by the ONE application and any errors encountered.
The Logs therefore can be invaluable to determine the source of issues, bugs or problems. Therefore in the course of investigating such an issue, a member of the ONE Support Team may request that you upload your Logs to ONE's central servers where the Support Team can analyse them. Please do not upload your Logs unless requested.
To upload your Logs, select the "Upload Logs" option on the "Support" tab. You will then be presented with the following screen:
If you have been told by the Support Team just to include a specific day of the week then ensure that only that day is selected, otherwise accept all days. Enter a comment describing the problem and how to reproduce it. The more information you provide will help the Support Team to resolve the issue quicker. Then press the "Upload" button:
Finally when completed, you will be presented with the Upload complete message.
Press "OK" to continue with ONE.