Drawboard PDF: Troubleshooting advanced issues with the support team

In some cases, we require more information to diagnose where the source of an issue is coming from.

Please send us the following:

1. Screenshots/recordings of the issue occurring
2. The document in use when the issue occurred (if applicable)
3. A screenshot of your System Information page
4. A zipped the app file folder

Screenshots/recordings of the issue occurring

Screenshot shortcuts:

• Windows Key + Shift + S
• Print Screen Key

Video recording shortcuts:

• Windows Key + Alt + R (if you have Windows Game Bar enabled)
• Your phone camera

The Document

Sending us the document would also allow us to replicate the scenario you are facing.

However if there is confidential information, we would understand if you weren't able to do so.

Obtain a screenshot from the System Information page

Get the app file folder

1. Enable file logging
   • 1a. If you can open the app, you can turn file logging on in the settings
     
     Settings > More > check the "Log events to a file" checkbox
     
     
   • 1b. If you cannot open the app, you can do it via Run
     1. Make sure Drawboard is closed
     2. Open Run (Press Win Key + R)
     3. Copy and paste the following without quotes "DrawboardPDF:EnableFileLogging=True" + Press Enter
     4. Drawboard PDF should open up and continue being stuck, this is correct and expected, the setting would have turned on either way.
     5. Close Drawboard PDF
2. Replicate the error again with file logging enabled
   • Replicate the bug/error you are experiencing and close Drawboard PDF.
   • This ensures that the file logging would capture the issue.
     
     
3. Obtain the app file folder
   • Navigate to the app file folder by:
     • Opening File Explorer and navigate to the following file explorer address:
       
       C:\Users\UserName\AppData\Local\Packages\Drawboard.DrawboardPDF_gqbn7fs4pywxm
       
       Note: Replace UserName with the name found by clicking the file explorer's address bar.
       
       
4. Ensure the log files are present
   • • • Within the same folder, navigate to: C:\Users\UserName\AppData\Local\Packages\Drawboard.DrawboardPDF_gqbn7fs4pywxm\LocalState\v2
         
         Note: Replace UserName with the name found by clicking the file explorer's address bar.
         
         
         If you see the Log.dat file present, it was successful.
         
         
       • If the log.dat file is not present despite following initial steps, do the following
         1. Ensure the Drawboard PDF app is closed
         2. Run Powershell as an Administrator:
            • Open Start (Win Key)
            • Type "Powershell"
            • Select "Run as Administrator"
            • 
         3. Paste the following into Powershell and press enter after pasting:
            • start drawboardpdf:EnableFileLogging=True
         4. Similar to 1b. , the app should open and stay stuck if your app couldn't open. This is still correct and expected.
         5. Close the app.
5. Zip the whole folder "Drawboard.DrawboardPDF_gqbn7fs4pywxm" and send it to us in your next support ticket.
   
   
   
   
   Do not worry if you receive this message as the files we are looking for will be added regardless.