When submitting a new support request, we recommend that you enable and collect the debug logs for Login PI and include them with your request.
How to enable debug logging
Firstly, browse to %programdata%
From there, please browse to Login VSI > Login PI > Configuration
Open the server-configuration.json file in your preferred text editor, and make sure that the "LoggingEnabled" field is set to true
Now restart the PI services by opening the services snap-in
Select "PI Service - General" and click the restart button
How to collect the debug logs
Browse to %programdata%
From there, please browse to Login VSI > Login PI and zip the entire logs folder. Most of the time this folder compresses extremely easily. However, if the file is too big to attach to your request, please feel free to ask us for our FTP server credentials.