Where to find it
Path: Help > Diagnostics / Logs, or Help > Help Center > Logs and Diagnostics.
Use this path from the main QBM window. If the command is not visible, confirm that the user has access to the related module and permission for that screen.
Guide Summary
| Audience | End users, support staff, implementation team, AI agents, and developers. |
|---|---|
| Applies To | QBM Client, QBM Server, QBMWServices, QSalesView, QClock, SQL Server, Cloudflare, printers, POS hardware. |
| Purpose | Show exactly what information should be collected before troubleshooting or escalation. |
| Last Updated | 2026-05-18 |
Collection Principles
- Capture the exact message, screen name, and timestamp before changing settings.
- Confirm whether the issue affects one user, one workstation, one company database, or everyone.
- Collect evidence from the same time as the failure.
- Ask for safe screenshots, not passwords or secrets.
- For repeat issues, record the exact steps that reproduce the problem.
Expected result: Support receives enough safe evidence to identify the affected component and next action without asking for passwords or secrets.
Diagnostics Matrix
| Component | What To Collect | Why It Matters |
|---|---|---|
| QBM Client | Screenshot, screen name, user name, workstation name, exact steps, QBM Client version. | Shows the user workflow and local context. |
| QBM Server | Windows service status, server version, service logs, Windows Event Viewer. | Confirms whether the business service layer is healthy. |
| QBMWServices | Service status, port 8053 result, Logs folder, masked appsettings.json, Event Viewer. | Shows whether browser apps can reach the API bridge. |
| QSalesView or QClock | Browser screenshot, console error, network error, Service Address, timestamp. | Shows browser and API failures clearly. |
| SQL Server | SQL service status, instance name, database online status, SQL error log if available. | Confirms database availability and connection issues. |
| Cloudflare | Tunnel status, public hostname, local target URL, screenshot with tokens hidden. | Confirms public routing to local QBMWServices. |
| Printer / POS | Printer name, Windows test print result, driver, receipt template, cash drawer or device model. | Separates QBM issues from Windows driver or hardware issues. |
Step-By-Step Collection
- Ask the user for the exact screen name and what they clicked before the problem.
- Capture the exact error message and timestamp.
- Record whether the issue is new after an update, restart, network change, password change, or database restore.
- For connection issues, collect server name, port, SQL instance, database, and affected users.
- For web issues, collect browser console and network errors plus QBMWServices logs.
- For printing issues, collect printer name, template name, Windows test print result, preview result, and PDF result.
- Mask secrets before sending files or screenshots outside the support team.
Common Error Evidence
| Error Type | Minimum Evidence | Next Guide |
|---|---|---|
| QSales login timeout | QSales settings, QBMWServices status, port 8053, tunnel status, logs. | QSales / QSalesView Setup and Troubleshooting Guide |
| SQL Server error | Instance name, SQL service status, database name, exact SQL error. | SQL Server Support Guide for QBM |
| Permission denied | User, security group, screen or report, exact action, screenshot. | Security and Permission Troubleshooting Guide |
| Print preview or PDF failure | Document type, template, printer, preview result, PDF result, Windows test print. | Printing/PDF/Email Advanced Troubleshooting Guide |
Troubleshooting Decision Tree
- Is the exact message available? If no, reproduce once and capture it.
- Can support identify the component? If no, collect screen name, service status, and workflow steps.
- Is the issue user-specific? If yes, collect user, security group, and workstation details.
- Is the issue server-wide? If yes, collect service statuses, logs, recent changes, and database status.
- Is sensitive data present? If yes, mask before sharing.
- If evidence is complete but cause is still unclear, escalate with the full collection package.
What To Send To Support
- Exact message and screenshot.
- Screen name and exact steps.
- Company name, workstation name, user name, affected users, and recent changes.
- Related document, customer, vendor, item, date, batch, or report filters.
- Service status and logs for the involved components.
- Safe screenshots with secrets and customer-sensitive details masked where needed.
Security Notes
- Never request passwords.
- Never ask the customer to send full product keys, tunnel tokens, or full database backups in public chat.
- Mask product keys, access tokens, customer-sensitive data, and personal information.
- Share full databases only through approved secure support channels and only when necessary.