For Data Platform/Admin Console:

1. In the Admin UI, click the ? icon. This opens the Normalize Help menu in a new window.

2. Under Contents, navigate to Support tool – Data platform → Download Diagnostic Data.

3. Under the Standard section, click the Download files button to download the necessary files and data required for troubleshooting.

NOTE: By default, the support tool collects specific files/data. For the Advanced section, it collects custom files/data. The files/data are collected and compressed in an archive (.zip) format. Large files/data take longer.

For User Console:

1. In the User Console UI, click your account name located at the top right-hand side of the page, and then click User Console Help.

2. Under Flexera User Console Basics, select "Download Diagnostic Data".

3. Under the Standard section, click the Download button to download the necessary files and data required for troubleshooting.

NOTE: By default, the support tool collects the User Console logs, IIS logs, and User Console configuration files. More details are available when you click the Advanced section. The files/data are collected and compressed in an archive (.zip) format. Large files/data take longer.

Diagnostic logs from both the Admin Console (Data Platform) and the User Console have been successfully downloaded and are ready for review.