ID-software: generation of diagnostics and log files

The ID user support helps you resolve issues that arise while using the ID-card and mobile-ID. The easiest way to contact us is through the „Contact ID-helpline“ located on the id.ee website – you will then receive answers to your questions as written instructions.

The more detailed the information the ID user support has on your computer and its devices, the easier the instructions we can send you. Along with describing the issue you have in as much detail as possible, it is worthwhile to attach your computer's diagnostics and/or log files with the help form.

Saving them is easy and you don't need to worry, they don't contain your personal data: only information about the versions of the software and devices you use. Send files previously saved to a folder or desktop on your computer and wait for further instructions.

• Generating diagnostics and log files using the DigiDoc4

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  Using the DigiDoc4 Client, you can generate and save a diagnostic file, the libdigidocpp library, and the log files of the DigiDoc4 client. By default, the generation of log files is turned off in the DigiDoc4 Client.

  In order to save diagnostics on your computer:

  1. Open the DigiDoc4 Client and select „Settings“.
     You can find the „Settings“ cog icon from the upper right corner of DigiDoc4.
      
  2. Select „Diagnostics“ from the pop-up window.
     This launches the information collection process, as a result of which a report will be displayed that looks something like this:
     

  3. Save the diagnostics report.
     There are two simple ways to do this – by copying the contents of the report manually or by clicking the „Save diagnostics“ link on the bottom edge of the diagnostics window.
      
     Save the diagnostics file in a location that can be easily located on your computer. The diagnostics report is saved in .txt format.

  What information does DigiDoc4 diagnostics contain?

  DigiDoc4 diagnostics collects information about the operating system, base software versions and card reader drivers and checks ID card-related functions: card recognition, card reader recognition, etc.

  To save the log files and the libdigidocpp library to your computer, do the following:

  1. Open the DigiDoc4 Client and select „Diagnostics“.
     Open the DigiDoc4 Client and its „Settings“ in the upper right corner. In the left vertical menu, select „Diagnostics“. Open it.
      
  2. Activate log files generation.
     To generate log files, select the „Enable one-time log generation“ option.
     
     After selecting „Enable one-time log generation”, you will see a message that you need to restart the DigiDoc4 Client to generate the log file.
      
     In Windows and Ubuntu operating system, press the „Yes” button to restart the DigiDoc4 Client. For these operating systems, the notification window looks like this:
     In the macOS operating system, the DigiDoc4 Client must be closed and reopened. For this operating system, the notification window looks like this:

  3. Repeat the usual steps.
     Then try again to repeat the same operation that failed before.
      
  4. Saving log files.
     To save log files, click the „Save log” button at the bottom of the diagnostic window.
     

  Choose an easy-to-find location for the log files on your computer (e.g. on your computer's desktop).
  There are 1 or more log files and they are saved in .txt format.

• Generating diagnostics and log files using the RIA DigiDoc app on mobile devices

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  Using the RIA DigiDoc application, you can generate and save a diagnostic file and the libdigidocpp library's log file. By default, the generation of log files is turned off in the RIA DigiDoc application.

  In order to generate diagnostics on your mobile phone:

  1. Open the RIA DigiDoc application's settings and select „Diagnostics“.
     Open the RIA DigiDoc application and tap the „three dots” in the upper right corner. In the vertical menu on the left is the „Diagnostics” option. Open it up.
      
  2. Preview the diagnostics file.
     This launches the information collection process, as a result of which a report will be displayed that looks something like this:
     

     Android:	iOS:

  3. Save the diagnostics report..
     To save the diagnostics file, click the „Save diagnostics“ button at the bottom of the diagnostics window.
     
     Save the diagnostics file in a location that can be easily located on your phone. The diagnostics report is saved in .txt format.

  In order to generate log (and the libdigidocpp library's log file as well) on your mobile phone:

  1. Open the RIA DigiDoc application's settings and select „Diagnostics“.
     Open the RIA DigiDoc application and tap the „three dots” in the upper right corner. In the vertical menu on the left is the „Diagnostics” option. Open it up.
      
  2. Activate log file generation.
     To generate a log file, check the „Enable one-time log file generation“ option under diagnostics.

     Android:	iOS:

     After selecting „Activate one-time log file generation“, you will see a message that you need to restart RIA DigiDoc to generate or create a log file.
     
     Press the „Yes“ button to restart RIA DigiDoc.
     

     Android:	iOS:

  3. Repeat the usual steps.
     Then try again to repeat the same operation that failed before.
     
  4. Generating a log file.
     To generate and save the log file, click the „Save log file“ button at the bottom of the diagnostic window.
     

     Android:	iOS:

     Choose an easy-to-find location for the log file on your phone. The log file is saved in .txt format.

• Diagnostics: Saving ID-software log files on Windows computers

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  In order to be able to help you promptly and with specific instructions, we require extra information on your computer and devices. Contact us via the Notify us of the problem web form: this helps you specify the problem encountered and enables you to attach all necessary files to the problem description.

  Locating the necessary files from your (Windows) computer is simple:

  • Open the Start menu, type in ‘Run’ and press ‘Enter’.
  • A search field will be displayed on the screen – type in ‘%temp%’ and press ‘Enter’.
  • You will now see a structure tree on your screen. Type in ‘eID’ in the search field in the upper right corner of the screen and locate all log files entitled ‘eID_software*’ as at today’s date or as at the day when the software installation failed).

  Save all these files (e.g. from the right-click menu) in a folder on your computer – or even directly on your desktop.

  The list of files looks like this:

  

  After this, contact us via the Notify us of the problem web form – provide a brief description of your problem and remember to add all of the saved files to the form.