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Instructions for submitting Trace Logs to Support #625

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Instructions for submitting Trace Logs to Support #625

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60 changes: 51 additions & 9 deletions app/(docs)/object-mount/faq/troubleshooting/page.md
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Original file line number Diff line number Diff line change
Expand Up @@ -11,7 +11,7 @@ metadata:

# Troubleshooting Guide

This guide covers common issues encountered when using **Object Mount**, along with clear steps to resolve them. If you're stuck, this is a good first place to check before reaching out to support.
This guide covers common issues encountered when using **Object Mount**, along with clear steps to resolve them. If you’re stuck, this is a good first place to check before reaching out to support.

---

Expand All @@ -21,12 +21,12 @@ This guide covers common issues encountered when using **Object Mount**, along w

- Incorrect credentials
- No accessible buckets
- macFUSE or WinFsp not installed or authorised
- macFUSE or WinFsp not installed or authorized
- POSIX mode enabled without write access

**What to check:**

- Verify your licence is active (`About` tab)
- Verify your license is active (`About` tab)
- Re-import your credentials and confirm bucket visibility
- Ensure dependencies are installed:
- **macOS**: [macFUSE](https://osxfuse.github.io/)
Expand Down Expand Up @@ -64,15 +64,15 @@ Some S3-compatible providers require custom regions, endpoints, or flags.

- Enable **data cache** and **metadata cache** in Preferences
- Set `CUNO_OPTIONS = -filePrefetch`
- Increase S3 connection pool (e.g. 150–200 for 1Gbps+)
- Increase S3 connection pool (e.g. 150-200 for 1Gbps+)
- Avoid using POSIX mode unless required
- Place cache directories on an internal SSD

---

## “Leave Files in Place” Doesn’t Work in Creative App

Some NLE Applications may try to verify write access or expect native macOS behaviour.
Some NLE Applications may try to verify write access or expect native macOS behavior.

**Check:**

Expand Down Expand Up @@ -100,16 +100,58 @@ By default, logging is set to `error` only.

## Files Are Stalling on Paste

If files are stuck during paste, and you're on **Windows**:
If files are stuck during paste, and you’re on **Windows**:

- Try using the **Fast Paste Here** right-click option
- This bypasses Windows shell copy and uses Object Mount’s optimised transfer logic
- This bypasses Windows shell copy and uses Object Mount’s optimized transfer logic

---

## Still Not Working?

Reach out via our [help desk](https://supportdcs.storj.io/hc/en-us/requests/new) and include:
If you still need assistance in resolving your issue, follow the steps below to enable detailed logging and send the log files to the Storj Help Desk.

For macOS and Windows environments:

1. Run Object Mount, choose the **Settings** tab, and scroll down to **Advanced Settings**:

- Change the “Object Mount log level” to `Trace`.
- Set “Filesystem debug logging” to `On`.
- Click the **Apply** button.

![](https://link.us1.storjshare.io/raw/jua7rls6hkx5556qfcmhrqed2tfa/docs/images/om-docs/om-enable-trace-logs-01.jpg)

2. Choose the **About** Tab:

- Click **Report Issue**.
- Enter a **Title**.
- Enter details and/or **Steps to Reproduce** the issue.
- Ensure that **Include my system information** is checked.
- Click the **Continue** button.

![](https://link.us1.storjshare.io/raw/jua7rls6hkx5556qfcmhrqed2tfa/docs/images/om-docs/om-enable-trace-logs-02.jpg)

3. Save the Issue Report:

- Name your `.zip` file.
- Click **Save** to store a `.zip` file on your local drive.

![](https://link.us1.storjshare.io/raw/jua7rls6hkx5556qfcmhrqed2tfa/docs/images/om-docs/om-enable-trace-logs-03.jpg)

4. Attach the `.zip` file and send the report:

- Click the **Submit Via Email** button:

![](https://link.us1.storjshare.io/raw/jua7rls6hkx5556qfcmhrqed2tfa/docs/images/om-docs/om-enable-trace-logs-04.jpg)

- Your default Email application will load with content preloaded.
- **IMPORTANT**: You must _manually_ attach the `.zip` file to the email!

![](https://link.us1.storjshare.io/raw/jua7rls6hkx5556qfcmhrqed2tfa/docs/images/om-docs/om-enable-trace-logs-05.jpg)

- _Once attached_, click to **Send** the message to the Storj Object Mount support team.

Alternatively you can open a [support ticket](https://supportdcs.storj.io/hc/en-us/requests/new) and include:

- OS and Object Mount version
- Cloud provider and bucket name
Expand All @@ -130,4 +172,4 @@ Here are a few current limitations to be aware of:

---

Let us know if you’d like to contribute improvements or suggest workarounds — we're always refining based on real-world feedback.
Let us know if you’d like to contribute improvements or suggest workarounds — we’re always refining based on real-world feedback.