Why are these logs encouraged by the support team?
Recreating the issue or error code and running the Plugin debug log will help our team better understand why this issue is occurring so that we can reach a faster resolution. This article covers how to run the Plugin debug logs, which can help troubleshoot errors and issues in Encompass and the Plugin.
Recommendations:
Due to the nature of debug logs and the information they may contain some resources about the security practices that are used to protect the content shared via the support form or correspondence with the support team through our ticketing platform can be found in the additional resources section.
In order for the error the be captured in the debug logs, the error message has to be replicable, and the logs have to be pulled from the session of Encompass where the error was thrown. nCino Debug logs are not retroactive, so the error has to be replicated in the active session where you will be pulling debug logs.
Steps to resolve:
Anyone can run the debug logs; the process can vary based on the user's version of the plugin.
Encompass:
Restart Encompass.
Recreate the issue or error code.
Immediately after the error code shows, use the "Help" menu in Encompass and choose "Save nCino Mortgage Logs".
Send entire .zip debug logs to nCino support as an attachment so that we can review the error's further.
Additional resources:
- Encompass Plug-in Release Notes
- Security, Privacy and Legal | Zendesk Trust Center
- Email encryption and private email relay services – Zendesk help
Published: 08/29/2023 Last Update: 12/17/2024