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What information is important for product support?

So that we can help you as effectively as possible, we ask you for the following information:

  • What is your request?

  • Which product area (Administration, Installation, AD / EntraID Sync, AD CS Connector, Application Access, YubiKey Management, Encryption, Removable Storage Access, Password Manager, Windows Privacy Policies, ...)?

  • Is the server in the cloud (SaaS), at your service provider (MSP) or locally (on-prem)?

  • Which component (agent, browser, server, AD Sync Service, ...)

  • What is the desired and actual behavior?

  • At what point did the behavior occur?

  • Log files

    • The log files of the Appterix Agent You can find them in the folder: C:\ProgramData\Appterix\Logs.

    • On the server, when the installation is local, the log files are located in the respective installation path of Appterix Server and EgoMind platformBy default, these are the following folders:

      Appterix Server: C:\Program Files\EgoMind\Appterix Server\Logs
      EgoMind platform: C:\Program Files\EgoMind\EM Platform Server\Logs

    • For Active Directory synchronization, the installation of the EM AD Sync Service is required. The log files for this component can be found in the folder C:\Program Files\EgoMind\EMADSyncService\Logs.

    • The log files of Installation routine The server component can be found in your user profile under AppData\Local\Temp
    • Required Browser information You can obtain this information when accessing the WebUI (screenshot or copy in text file): F12 + Console

    • Should you require assistance with the integration of the AD certificate services, please generate the health report via the EM AD Sync Service Control Panel. EM AD Sync Service Control Panel can be found in the folder C:\Program Files\EgoMind\EMADSyncService\Utils as an executable file (EMADSyncService.ControlPanel.exe).

Please send this information via the Support form or E-mail We will then analyze your support ticket and get back to you as soon as possible.

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FromEgoMind