The FlexSoftware support team may request a trace file to assist in diagnosing communication and/or FTP issues. Follow the steps below to generate a trace if required:


  1. Make sure the Enable Trace option found under the Advanced category is enabled for the site. Otherwise, enable then reestablish the connection.

  2. Reproduce the failed file transfer.


Trace File Location

By default, traces are saved in the Traces sub-folder of the FlexTerm user directory, for example:

C:\Users\FlexTermUser\Documents\FlexSoftware\FlexTerm\Traces\

The name of the trace will begin with the site name, followed by an underscore and a ten digit number representing the date and time in the format MMddHHmmss. All traces will have a .log file extension.


Viewing Traces

Traces are in text format and will open in your default text editor, for example Notepad. Most of the data is somewhat meaningless to the average user, but FlexSoftware support and development staff will find it very useful in helping resolve any issues you encounter.


Sending Trace Files

Follow the steps below to send your traces to FlexSoftware support:


  1. Login to the FlexSoftware customer portal and create a new ticket for the issue you have encountered with FlexFTP. If there is an existing ticket, login to the portal and open it.

  2. Click the Attachment(s) link at the bottom of the ticket and browse for the trace file on your PC.