Locating Your Hightail log Files
All of the Hightail computer applications keep a .log file on your system as a method of recording by timestamp events and actions that the app goes through. These, in turn, can aid in diagnosing errors and issues you may encounter. These logs are stored in a predefined location on your system. Please click the Operating System you use to see the steps for locating the .log file.
Special Note: Please do not ever delete or remove the .log file. If you are asked for the file, please copy/paste it to your desktop and send the copied file.
Log File Names
Hightail for Windows & Mac: HtDesktop.log
Hightail for Outlook: Hightail.log
Express: HightailExpress.log
Windows
The quickest way to locate the folder containing the .log files is to do a search in the Start Menu for this:
%appdata%
You can also follow these directory paths:
Windows Vista, 7, and 8
c:\Users\%USERNAME%\AppData\Roaming
Windows XP
c:\Documents and Settings\%USERNAME%\Application Data
Both Hightail for Windows, and Hightail for Outlook include the ability to locate the .log file from within the app – and Hightail for Outlook will even attach a copy to an email automatically. Here is how to do this with these apps:
Hightail for Windows
Start by locating the Hightail for Windows app main menu by clicking the red Hightail icon in the task tray (the bottom right corner by the clock) and then follow these steps:
Help > Tools > Open Log File Directory
Express for Windows
Log in to Hightail Express and follow these steps:
- Click on Help
- Click on Show Log File
- It will direct the user to the directory where the Express log is placed
- Copy the file named "Express"
Hightail for Outlook
From the main Outlook window, click the Hightail My Account option and follow these steps:
Help > Send Log Files
Mac OS
Mac users will start by opening the Go to Folder option. To do this, open Finder and follow these steps in the menu bar:
Go > Go to Folder
Once you have this pulled up, enter ~/Librarythen click Go. You’ll see a folder named Logs.
Special Note:
Mac Lion, and Mountain Lion users – due to the way Mac OS stored the Library folder on your system, you may need to unhide the folder. Please scroll to the bottom of this article for steps on how to do this.
Hightail for Mac
Hightail for Mac includes the ability to locate the .log file from within the app. Here is how to do this:
Start by locating the Hightail for Desktop app main menu by clicking the Hightail icon in the menu bar (towards the top right corner by the clock) and then follow these steps:
Help > Tools > Open Log File Directory
Express for Mac
Log in to Hightail Express and follow these steps:
- Click on “Help” on Mac toolbar
- Select “Show log file
A folder titled “Logs” will open
- Locate the “Hightail Express” folder
- Hightail Express logs will be titled “com.hightail.HightailExpress 2017(random date).log”
Un-Hiding the Library Folder on Mac Lion & Mountain Lion
On Lion Apple has hidden the Libary folder. You can undo this to make it visible again by opening the Terminal utility and run the following command:
chflags nohidden ~/Library
After running this command the Library should become immediately available, without the need to reboot the system or log out and log back in.