How to Use Diagnostics & Create a Support Package

Opening the Diagnostics Screen

1. Launch ADReports.
2. In the left-hand navigation bar, locate and click Support.
3. The Diagnostics screen loads automatically inside the main panel.

Understanding the Screen Layout

The Diagnostics screen is divided into four areas:

Setting the Date Range

The From and To date pickers at the left of the filter bar control which log files are read.

1. Click the From date field and select the start date from the calendar popup.
2. Click the To date field and select the end date.

Both fields default to today's date when you first open the screen. You can also type a date directly into either field.

Choosing Severity Levels

Three severity checkboxes appear in the Severity group:

Error, Warning and Info are checked by default; Debug is unchecked so verbose entries stay out of the way. Uncheck one or more to narrow the results — for example, uncheck Info and Warning to see only errors — and check Debug after reproducing a problem with Debug logging on, then uncheck it again afterwards.

Choosing Log Sources

The Source group has two checkboxes:

Both are checked by default. You must leave at least one source checked — if you uncheck both, the load will not start.

Searching by Keyword

The Search field (labeled keyword...) filters entries by text content.

1. Click the Search field to the right of the Source checkboxes.
2. Type a keyword, error code, username, or any text fragment.
3. Press Enter (or click Load Logs). Only entries whose message text contains the keyword will be loaded.

Leave the field blank to load all entries matching the other filters. The search is case-insensitive.

Loading Log Entries

Once your filters are set:

1. Click the Load Logs button at the right of the filter bar.
2. The status bar at the bottom of the screen shows progress as each log file is read.
3. When loading is complete, the status bar displays a summary such as:
   Showing 342 entries (15 errors, 27 warnings, 300 info)

Reading the Log Grid

Loaded entries appear in the grid with the following columns:

Color coding: Error and Fatal entries appear in red, Warning entries in dark orange, and Informational entries in normal text.

Click any column header to sort by that column. Use the auto-filter row (the blank row directly below the column headers) to type a quick filter on any column without reloading. Use the Find panel to search across all columns simultaneously, and the navigator bar at the bottom of the grid to page through results.

Viewing Entry Details

Clicking any row in the grid displays the full entry text in the Entry Details panel below the grid. This panel shows the full-precision timestamp, severity level, source, originating log file name, and the complete log message — including multi-line stack traces and exception details.

Cancelling a Load in Progress

If loading is taking a long time (e.g., a very wide date range):

1. Click the Cancel button that replaces the Load Logs button during loading.
2. The status bar shows Cancelling... briefly, then displays a partial-results summary:
   Showing 120 entries (3 errors, 8 warnings, 109 info) — partial results (loading was cancelled)
3. The entries loaded so far remain in the grid and can still be used to create a support package.

Creating a Support Package

A Support Package is a ZIP archive that bundles the filtered log data with system information. You can send this file to technical support for faster diagnosis.

1. Load the logs using your desired filter settings (see steps 3–7 above).
2. Click the Create Support Package button at the far right of the filter bar.
3. A confirmation dialog appears showing a summary of the package contents: time range covered, total number of entries, sources included, any active keyword search, and estimated file size.

4. Click OK to proceed, or Cancel to go back.
5. The package is created immediately — there is no Save As dialog any more 7.5.4. It is saved to a Support folder beside your log files, and its name includes the date and time, so a second package never overwrites the first.
6. You are then asked whether to send the package to MaxPowerSoft. Click Yes and it uploads over HTTPS and shows a reference number to quote when you contact us. Click No and the package is simply kept on disk — you can send, e-mail or delete it later from Support Packages.

What the package contains:

Send, E-mail or Delete Packages Later New in 7.5.4

Click Support Packages on the Support ribbon to see every package on this machine. Check the ones you want and use the buttons above the list:

• Send Checked — uploads the checked packages to MaxPowerSoft over HTTPS and shows the reference number for each. A package that failed to send earlier can simply be sent again — there is no need to rebuild it.
• E-mail Checked — e-mail the checked packages yourself instead of uploading them.
• Delete Checked — removes the checked packages from disk.

The list shows which packages were already sent and their reference number, and it can be sorted, searched and filtered like any other list in the application.

Check Which Windows Account Is Running AD Reports New in 7.5.4

The bottom of the Support page shows the Windows account the application is running as and the log folder it writes to. Support packages report both as well.

Choose How Much Detail Is Logged New in 7.5.4

Settings → General now has a Log level setting: Debug, Information, Warning or Error. It applies immediately to both the application and the Scheduler Service — no restart needed.

The typical support workflow:

1. Set the Log level to Debug.
2. Reproduce the problem.
3. On the Support page, check the Debug severity, load the logs and create a support package.
4. Set the Log level back to Information — Debug logging is verbose and makes the log files grow quickly.

Tips & Troubleshooting