How do I create a trace file?

A trace file helps to capture and identify behind-the-scenes errors that occur as you use Cirrus Insight for Outlook. If our support team has requested a trace file from you, follow these steps:

1. From Outlook, open Cirrus Insight Settings.

2. Select Account Information from the left-side menu and then click the Enable Tracing button.

3. Choose where the trace file should be saved, add a file name, and then click the Save button.

4. Replicate the issue that the support team needs to troubleshoot.

5. After replicating the issue, return to Cirrus Insight Settings and select the Disable Tracing button.

6. Reply to your open support case and attach the trace file from where you saved it in step 3.

Alternate Steps
FOR SUPPORT USE ONLY - Ignore this section unless directed by the support team.

To turn on debug mode and enable tracing, you'll need to edit the Cirrus Insight for Outlook config file. To do so, follow these steps:

1. In Windows, navigate to Cirrus Insight for Outlook's install directory. There are multiple ways to get there, but the easiest way is to start by copying the following:
C:\Users\your username\AppData\Local\Cirruspath, Inc.\Cirrus Insight for Outlook

2. Then, open File Explorer and paste the above text into the file path field. Replace the generic "your username" in the file path above with your Windows username. Then press the enter key to navigate to that path.

3. From that folder, right click the file named Cirrus Insight for Outlook.dll.config. From the right click menu, select Open with and then choose Notepad or another text editor from the applications list.

Within that text file, you'll make three changes (refer to the screenshot and steps below). 

4. First, find the setting named LogRequests with the value set to False. Change the text between the <value> tags to True. The value is case sensitive, so ensure "True" begins with a capital "T".

5. Next, you'll specify where the trace file should be saved. Find the setting named TraceFile that has an empty <value /> tag by default. Replace the <value /> tag with the following:

<value>C:\Users\your username\AppData\Local\Cirruspath, Inc.\Cirrus Insight for Outlook\trace.txt</value> 

Remember to replace the generic "your username" in the file path above with your Windows username.

6. The last change you'll make to the config file is to find the setting named Debug with the value set to False and change the text between the <value> tags to True. The value is case sensitive, so ensure "True" begins with a capital "T".

7. Save the changes made to the config file.

8. Close and then restart Outlook. 

9. From the Outlook ribbon, click the smiley face icon labeled Debug and confirm that the Enable Tracing option is checked.

You can uncheck that box to disable tracing, or uncheck/recheck to specify a different trace file for this session. It's safe to ignore the other debug menu options, as they're only used by our engineering team.

10. After our customer support team requests the trace.txt file, you can find it from the path you specified in step 5:
C:\Users\your username\AppData\Local\Cirruspath, Inc.\Cirrus Insight for Outlook\trace.txt

11. As mentioned in step 9, you can easily disable tracing from the debug icon in Outlook by unchecking the Enable Tracing option. If you want to remove debugging from Outlook, simply change the config file's Debug setting value from True back to False (refer to step 6).

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