Details to Submit in a Request for Technical Support Using the Online Form

Problem

What details should I add to my request for technical support on the online form in the product website?

Solution

When completing a request for Technical Support using the online form, include as many details as possible about your problem. For problems where a simple explanation may not be enough for the Technical Support team to reproduce or address the issue (such as server connection errors, unexpected delays while editing a document, an application crash, etc.), you should generate log files and attach them to the problem report. In the case of a crash, you should also attach the crash report file generated by your operating system.

To generate the Oxygen JSON Editor log files, follow these steps:

Create a text file called logback.xml in the application installation folder, with the following content:

<configuration>
    <appender name="R2" class="ch.qos.logback.core.rolling.RollingFileAppender">
        <file>${user.home}/Desktop/oxygenLog/oxygen.log</file>
        <rollingPolicy class="ch.qos.logback.core.rolling.FixedWindowRollingPolicy">
            <fileNamePattern>${user.home}/Desktop/oxygenLog/oxygen%i.log.gz</fileNamePattern>
            <minIndex>1</minIndex>
            <maxIndex>20</maxIndex>
        </rollingPolicy>
        <triggeringPolicy class="ch.qos.logback.core.rolling.SizeBasedTriggeringPolicy">
            <maxFileSize>12MB</maxFileSize>
        </triggeringPolicy>
        <encoder>
            <pattern>%r %marker %p [ %t ] %c - %m%n</pattern>
        </encoder>
    </appender> 
    
    <root level="debug">
        <appender-ref ref="R2" />
    </root>
</configuration>

Restart the application.
Reproduce the error.
Close the application.
Delete the logback.xml file because it might cause performance issues if you leave it in the installation folder.
Important: The logging mode may severely decrease the performance of the application. Therefore, do not forget to delete the logback.xml file when you are done with the procedure.

Result: The resulting log files are named oxygen.log and oxygen#.log.qz (for example, oxygen.log, oxygen1.log.gz, oxygen2.log.gz, etc.) and are located in the Desktop\oxygenLog folder.