Saving ID-software log files on Windows computers

If you are using a Windows computer and have encountered any issues while using the ID-software, ID-card or mobile-ID and you could not find any help on our website, contact the ID user support.

To get the most detailed step-by-step instructions possible, it would be worthwhile to attach a description of your issue, your DigiDoc4 diagnostics and your Windows log files.

  • 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.