Prepare log files for CatchPulse support

For CatchPulse versions 10.1.1 and earlier, you can prepare log files and notify us via e-mail when you face issues while using CatchPulse.

Launch CatchPulse → Settings → Diagnosis → Go to Log Locations → 2 log folders will be opened in Windows Explorer

You can also manually access the logs in the following locations:

For Windows Vista and above:

  1. C:\ProgramData\SecureAge Technology\SecureAge\log

  2. C:\Users\<Windows_Login>\AppData\Roaming\SecureAge Technology\SecureAge\log

For shortcut, you can also enter the following in Windows Explorer: %appdata%\SecureAge Technology\SecureAge\log

For Windows XP:

  1. C:\Documents and Settings\All Users\Application Data\SecureAge Technology\SecureAge\log

  2. C:\Documents and Settings\<Windows_Login>\Application Data\SecureAge Technology\SecureAge\log

Follow the steps below to use Windows built-in Compressed (zipped) feature to compress files.

  1. Right-click on the log folder found in C:\ProgramData\SecureAge Technology\SecureAge (For Windows Vista and above) or C:\Documents and Settings\All Users\Application Data\SecureAge Technology\SecureAge (For Windows XP)

  2. Select Send to → Compressed (zipped) folder.

  3. The zipped file will be created within the same location, rename the newly created zipped file as log.

  4. Do the same steps mentioned above for log folder found in C:\Users\<Windows_Login>\AppData\Roaming\SecureAge Technology\SecureAge or C:\Documents and Settings\<Windows_Login>\Application Data\SecureAge Technology\SecureAge

  5. Rename the newly created zipped file as log2

Alternatively, you can use .ZIP, .RAR, or .7-Zip archive/container to compress the log folder. If the compressed files exceed the email attachment file size limit, you may use the following service: pCloud Transfer

To submit the log files to the CatchPulse support team, attach the 2 compressed files (log.zip & log2.zip) and notify us via e-mail.

Do use Report CatchPulse Issues as the email subject line and include the following in the content: CatchPulse ID, windows operating system version, CatchPulse version, name of other antivirus software and the version, if any, as well as the description of the issue encountered.

Reporting of CatchPulse issues will take some time before results/fixes may be implemented. It is advised to provide as much information as possible to allow us to understand the issue better.

Support and feedback

Should you encounter any issues using CatchPulse with any of the mentioned or missed requirements above, you can write to us a docs@secureage.com.

This page was last updated: May 15, 2024