Troubleshooting & SupportLog Files

Uploading Logs

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If API logging has been enabled with the setting “Create API Message Log” during the time when an issue occurs, it can be uploaded to the API group.

Important: Please be aware that the process of uploading logs does not notify support, nor is a ticket logged. You will need to contact our representatives through a direct call, chat, or secure message center message for our representatives to be aware of the upload.

To upload logs as a Windows user:

  1. In TWS or IB Gateway, press CTRL+ALT+H to bring up the Upload Diagnostics window.
  2. In the “reason” text field, please type the reason for your upload.
    • Alternatively, type “ATTENTION: ” and then the ticket number you are working with, or the name of your customer service representative.
  3. Find the small arrow in the upper right corner, click it and select “Advanced View”
  4. Make sure “Full internal state of the application” is checked
  5. Make sure “Include previous days logs and settings” is unchecked, unless the error happened on a prior day.
  6. Click Submit

To upload logs as a Mac and Linux user:

  1. In TWS or IB Gateway, press CMD+OPT+H to bring up the Upload Diagnostics window.
  2. In the “reason” text field, please type the reason for your upload.
    • Alternatively, type “ATTENTION: ” and then the ticket number you are working with, or the name of your customer service representative.
  3. Find the small arrow in the upper right corner, click it and select “Advanced View”
  4. Make sure “Full internal state of the application” is checked
  5. Make sure “Include previous days logs and settings” is unchecked, unless the error happened on a prior day.
  6. Click Submit

If logs have been uploaded, please let the API Support group know by creating a webticket in the Message Center in Account Management (under Support) indicating the username of the associated TWS session. In some cases a TWS log may also be requested at the Detailed logging level. The TWS log can grow quite large and may not be uploadable by the automatic method; in this case an alternative means of upload can be found.