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How to create a Log file for Technical support personnel

Applies To

RealFlight G2
RealFlight G2 Lite
RealRace G2

Answer

If your computer suddenly stops processing or functioning properly when attempting to run or install our software there is a procedure that will allow us to determine the difficulty.  

1. For RealFlight:  (RealRace owners should skip to step 2)  Ensure that the version of RealFlight Generation 2 software is at LEAST 2.00.239. Please see Q01-1056 - Checking Software Version for information on how to determine the version or build number of your software. 
   If you are running RealFlight Generation 2, version 2.00.238 or lower (2.00.237, for example) it is necessary to update your RealFlight software. This is a free download and will simply take a few minutes of your time to do so. For more information on how to download the updated software, please see: Q01-1011 -  How can I download the latest version of RealFlight G2? 
   If you are running version 2.00.239 or higher (2.00.240, for example), please proceed to step 2 below.

2. Click on the Windows Start menu, select Program Files/RealFlight/ RealFlight Control Panel. (or RealRace)

3. In the Control Panel click on Technical Support, followed by the Enter Tech Support Code button.

4. In the space provided, please type in: LOG

5. Click ‘OK’. A confirmation box should appear notifying you that LOG is enabled. Click ‘OK’ once again. If this box does not appear, please return to step one and start the procedure once again.

6. Click ‘OK’ on the Technical Support page.

7. Click the ‘Run RealFlight’ (or RealRace) button on the Control Panel. Please note it is imperative that RealFlight (or RealRace) is started in this manner in order to properly create a LOG file for our support staff.

8. Allow the software to continue running until you experience difficulty once again (i.e., system hangs or the simulator application crashes).

9. Assuming that you are connected to the Internet, please follow the procedure below. If you are NOT connected to the Internet, please proceed to step 10.
   Access the RealFlight Control Panel (or RealRace), Technical Support page and the Enter Technical Support Code button once again (refer to steps 2 and 3, above). Type in: LOGSEND

10. To insure that the file has been sent, please check the out box or sent box of your email program for verification.

If you are not connected to the Internet, or if the LOG file was not transmitted correctly in step 9, please manually send the file as per the instructions below.
Connect to the Internet using your preferred method. Once connected, create an email message addressed to betamanager@knifeedge.com and attach the file: c:\time.logzip. If this file does not appear on your PC, but there is a c:\time.log, please ZIP this file and mail to the same address.

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