Exporting the BuildBee log

To help diagnose an issue you may be having, a member of our support team may ask you to send us a log of the messages being sent between your BuildBee and 3D printer. This is a great way to capture the full story after an error has occurred.

Step 1 - Access the maintenance console

- Access your list of printers

- Make sure your BuildBee CloudDock is connected to the Internet (either in the 'READY' or 'DISCONNECTED' state) and open up the BuildBee maintenance console.

If the maintenance console cannot be reached, move to step 3.

Step 2 - Generate and download the log file

- Select 'SYSTEM INFO':

- Select 'DOWNLOAD LOGS'. Only click the button once, it usually takes a moment for BuildBee to generate the log file.

- If nothing happens, the download has been blocked by your browser's popup blocker. Simply allow popups for the current page and the download will resume.

- Once it is downloaded, you may see a message similar to the one below (for older versions of BuildBee). Your browser is only showing this message because it doesn't recognise tar.gz as a common file type. It is simply a file that has been compressed twice using different formats, which is common on Linux machines.

- Submit a support request with the log file attached and we will open it up and see if we can diagnose your issue!

Step 3 - If the printer is inaccessible

If the printer's maintenance console cannot be accessed, it's possible to get the log files written to a USB drive.

We recommend using a USB drive from a known manufacturer (e.g. Toshiba), formatted to FAT32, without any partitions. Promotional USB drives are not reliable for this process.

- Remove ALL cables from the BuildBee CloudDock (no power, no USB cable).

- Insert the USB drive into the BuildBee CloudDock.

- Plug the power supply into the BuildBee CloudDock with the USB drive inserted. 

Do not connect the printer yet.

- The CloudDock will place a log dump .ZIP file in the root folder of the USB drive (not within any other folders).

- Submit a support request with the log file attached and we will open it up and see if we can diagnose your issue!

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