Saving diagnostics files

The ID-helpline helps you solve problems that arise while using ID-cards and mobile-ID. We are easiest to contact through the ID help form located on the website – you will then receive your answers as written instructions.

The more precise information the ID-helpline has on your computer and its devices, the more easy to follow the instructions we can send you. Along with describing your problem in detail, it’s worth attaching your computer’s diagnostics files to the help form. Saving them is easy and there is no cause for concern as they do not contain any personal information, only information on the software and the versions of devices you are using.

  • Diagnostics: compiling automatic diagnostic files using DigiDoc4

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    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.
    4. Add the diagnostics file to your problem description.
      If you contact ID-helpline, make sure to add the diagnostics file to your e-mail or web form message.

    What kind of information does DigiDoc4 diagnostics contain?

    DigiDoc4 diagnostics collects information on the operating system, basic software versions and card reader drivers and checks functions related to ID-cards: card identification, card reader identification, etc.

  • 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.