Why are logs important?
Logs are essential for troubleshooting issues with the Cloud9 service. They provide detailed background information that helps support and engineering teams identify the root cause of problems such as audio issues, crashes, or connectivity failures.
Get the logs manually
- Open File Explorer.
- Copy and paste the following file path into the address bar and press Enter.
%localappdata%\Cloud9_Technologies\C9Trader- Once inside the C9 Trader folder, right-click the log folder and select Compress to... > ZIP File.
The log.zip folder is now ready to be sent via email.
Note: If the ZIP file is too large to send via email, please request a Secure Upload Link in your support ticket. You will then receive a secure link to upload the logs.
Additionally, if uploading logs from multiple users, please ensure to rename the folder with the associated username.
Get the logs by script
This script will ZIP your logs and send them to your downloads folder automatically, ready to be uploaded.
Please ensure you are logged off the Cloud9 desktop app before running the script.
- Open Notepad.
- Copy and paste the following script.
powershell Compress-Archive -Path "$env:USERPROFILE\AppData\Local\Cloud9_Technologies\C9Trader\log\*" -CompressionLevel Optimal -DestinationPath "$env:USERPROFILE\Downloads\Logs.zip" -Update start "" "%USERPROFILE%\Downloads"
- Click File, then Save as, and under File name, ensure you include the file extension .bat as shown in the image below.
- Click Save.
- Close the Cloud9 application by logging out (Settings
> Log Out > Yes).
- Once created, double-click the batch file (.bat) to run it.
The script will automatically compress your logs into a ZIP file and open your downloads folder. Once the ZIP file is created, it is ready to upload.