Troubleshooting

Owned by Matt Siebert
Last updated: Oct 10, 2024 by Chris Price
4 min read

Please report any errors/problems you have to our support team at support@xrev.com.au and we will address it as a priority.

Filing a Support Request

In most cases when filing a support request to our email support, we may request some files to aid with diagnosing the issue.  This could be the log files, a copy of your database or a sample project.

Log Files

The application records log files in the following location:

%LocalAppData%\Xrev\Transmit\Logs

NOTE

The above path uses the %LocalAppData% environment variable. Simply copy and paste this path into the File Explorer address bar to go directly to the log files location.

There are two series of rolling log files (named "XrevTransmit.log" and "XrevTransmitAddIn.log") which are automatically rolled over daily with the date included in the filename.  It's usually best to include all of these files when sending the log files to us as the additional files provide more information to help with troubleshooting.

Simply Zip all the files together and attach them to an email.

Debug Logging

In some cases it may be necessary to configure the application to write additional debug messages to the log files in order to assist with troubleshooting.  This can be achieved using the Xrev Transmit Configuration application which can be accessed via the Windows / Start menu:

NOTE

The steps to locate the Configuration menu item (Windows / Start button > Programs / All Programs > Xrev Transmit > Configuration) may vary depending on the version of Windows

Change the Logging Level setting to Debug and click OK.  If Revit was already open while completing these steps then you will need to restart Revit for this change to take effect.

Finally, open Revit and repeat the steps to reproduce the issue that you are experiencing, and then send us the updated log files.

Database

The application stores it's data in an external database which is installed to the following location by default:

C:\ProgramData\Xrev Transmit\XrevTransmit.sdf

Of course, if you have centralised your database in order to share you settings throughout your office (see here for more information) then you will need to find the database in that location on your network.

Sending a Sample Project

In order for us to replicate a project specific issue, we may request you to send us a copy of your Revit Project.  We typically need all the Sheets and views to be intact.  To prepare the file for sending we recommend the following steps:

  1. Create a detached copy of your Revit Project,

  2. In a 3D View with everything turned on, select the entire 3D model and delete it (we don't need any of the modelling).1

  3. Go to Manage > Settings > Purge Unused

  4. Check All, and select OK.  

  5. Repeat the Purge Unused command until there are no more elements to Purge.

  6. If the file is under 10MB, attach it to an email and send it.  Otherwise, use a large file sharing tool such as Dropbox, Box, Google Drive, Hightail, A360, Onedrive or similar.

WARNING:

  1. Do NOT delete any Views or Sheets or Project Information as all of this could potentially be a cause of the issue.

Revit Journal Files

Journal files are TXT files (for example Journal.0001.txt) that can be used to troubleshoot technical problems with Revit products.

Journal files are stored in the following location:

C:\Users\%USERNAME%\AppData\Local\Autodesk\Revit\Autodesk Revit <Version>\Journals

A new journal file is created each time that you launch Revit. The journal file with the highest number was created the last time that you launched Revit.

In addition to the journal files, the Journal folder may contain the following files:

  • Dump files: These can be created when the program crashes. Dump files have the same name as the journal file and end with a .dmp extension. If a dump file exists, provide it to the Product Support Team along with the journal file.

  • Dump text files: These can be created when Revit is directed to dump certain information. Dump text files start with DUMP, and have a TXT extension.

  • Revit Worker logs: These look similar to Journal files, but have worker added to the name. These record information about the Revit Worker process which can be used to multi-thread certain applications (primarily regenerating views and printing).

  • Abbreviated journals: These look similar to regular journals, and can be created when certain operations record a lot of entries, the abbreviated file excludes these to make the file smaller and easier to review.

  • Revit Families: When saving directly to a network location, Revit saves a copy to the journals folder in case something goes wrong and a backup is needed.

  • Revit Projects; When saving non-workshared models directly to a network location, Revit saves a copy to the journals folder in case something goes wrong and a backup is needed.

For Transmit, please provide us with the journal file corresponding with the same time any errors you received.