Knowledge Base

To assist our support team in effectively diagnosing and resolving reported issues, it is necessary to collect log files from your Exchange Reporter Plus installation. These logs provide valuable insights into the issues you are facing and can help pinpoint the root cause of the problem.

Please follow the steps below to upload your Exchange Reporter Plus logs to the support team.

1. Navigate to the directory where Exchange Reporter Plus is installed. The default installation location is C:\ManageEngine\Exchange Reporter Plus.
2. In this directory, locate the folder named logs. Compress this entire logs folder into a single archive file.
3. Click here to access our log upload tool.
4. Select Exchange Reporter Plus from the Product drop-down list.
5. Enter your support ticket number in the Ticket - Id field.
6. If you would like to protect your uploaded log archive file with a password of your choice, please enter it in the Password field. By default, a random password will automatically be assigned to the uploaded log archive file, which will be shared with the support agent assigned to your case.
7. Enter your email address in the Your Email Address field.
8. If you would like to notify someone, please mention their email address in the Notify to field.
9. Briefly describe the problem you are encountering in the Comments field. The more details you provide, the better our team can understand the issue.
10. Click the Add Files button and select the log archive file created in step two.
11. Based on the instructions from the support team, select either Log Analysis, Debugging, or Migration.
12. Click the Upload button to submit your logs to our support team securely.

Note: The data uploaded through the log upload tool is treated with strict confidentiality and is only accessed by authorized personnel for debugging and resolving your reported issue. Log files uploaded to our Bonitas server are automatically deleted after 25 days.

By following these steps, you will be providing our support team with the necessary information to expedite the troubleshooting process and deliver a timely resolution.

To access Exchange Reporter Plus, double click on the desktop shortcut icon of Exchange Reporter Plus.

The product can also be started from

Start → Programs → Exchange Reporter Plus → Start Exchange Reporter Plus

Alternatively, you can open a Web browser and type http://<hostname>:<port number> in the address bar. Hostname refers to the DNS name of the machine where Exchange Reporter Plus is running and the "port number" is the port at which Exchange Reporter Plus is running. The default port number is "8181".

Message tracking logs are essential for the proper functioning of traffic-related reports within Exchange Reporter Plus. Therefore, it's crucial to verify whether message tracking logging is enabled.

Message tracking logging is enabled by default for Exchange Server 2013, 2016, and 2019. However, if you are using an older version of Exchange Server, you can determine whether message tracking logging is enabled for your specific version by following the steps below.

For Exchange Server 2003:

• Navigate to Start > All Programs > Microsoft Exchange > Exchange System Manager.
• In the left navigation pane, right-click the server you want to check.
• Click Properties.
• In the newly opened window, click the General tab.
• Locate the check box labeled Enable Message Tracking and ensure it is checked to enable message tracking if it is not already enabled.

For Exchange Server 2007 and 2010:

• Navigate to Start > All Programs > Microsoft Exchange > Exchange Management Console.
• In the left navigation pane, click Hub Transport.
• Right-click the server you want to check and click Properties.
• In the newly opened window, click the Log Settings tab.
• Locate the check box labeled Enable Message Tracking and ensure it is checked to enable message tracking if it is not already enabled.