12-13-2021, 07:10 AM
Occasionally when interacting with support a member of the support team may request that you provide them with eye*.log files to help troubleshoot an issue. The eye*.log files (eye.log, eye001.log, eye002.log etc) reside on the Host PC and contain information that can be helpful for a variety of support scenarios.
EyeLink 1000 Plus and EyeLink Portable Duo
1) Make sure that both the Host PC and Display PC are turned on, and connected via ethernet (as they are for normal use)
2) On the Host PC quit the Host Software (press CTRL+ALT+Q) to get to the File Manager
3) On the Display PC type 100.1.1.1 into the URL bar of a browser (e.g. Chrome or Firefox). This should bring up the File Manager that is running on the Host PC into the browser window:
4) Expand the ELCL Folder and then, depending on what version of the EyeLink Host software you're running, the log files can be found in either the LOGS subfolder or the DATA subfolder. In versions 5.50 or higher of the EyeLink 1000 Plus or version 6.50 and higher of the EyeLink Portable Duo, the log files will be found in the /ELCL/LOGS directory. For any older host software the log files will be found in the /ELCL/DATA/ directory. Files in the these subfolder can be viewed as a list by clicking the button shown below and selecting Details:
5) Select the eye*.log files
6) Right-click and select Download Items (or click the Download button). The files will be downloaded as a single .zip file which can be attached to an email and sent to the support team
EyeLink 1000 and EyeLink II
For older DOS-based systems please take the following steps:
1) Boot the Host PC into Windows
2) Open an Explorer window (Windows key +E)
3) Navigate to the EyeLink partition (likely the E: Drive)
4) Open the ELCL folder, then the EXE folder
5) Copy the eye*.log files onto a USB stick (please note that Windows may hide the .log extension by default, so the files may appear as eye, eye001 etc).
6) Zip up the log files and email the resulting .zip file to the support team.
EyeLink 1000 Plus and EyeLink Portable Duo
1) Make sure that both the Host PC and Display PC are turned on, and connected via ethernet (as they are for normal use)
2) On the Host PC quit the Host Software (press CTRL+ALT+Q) to get to the File Manager
3) On the Display PC type 100.1.1.1 into the URL bar of a browser (e.g. Chrome or Firefox). This should bring up the File Manager that is running on the Host PC into the browser window:
4) Expand the ELCL Folder and then, depending on what version of the EyeLink Host software you're running, the log files can be found in either the LOGS subfolder or the DATA subfolder. In versions 5.50 or higher of the EyeLink 1000 Plus or version 6.50 and higher of the EyeLink Portable Duo, the log files will be found in the /ELCL/LOGS directory. For any older host software the log files will be found in the /ELCL/DATA/ directory. Files in the these subfolder can be viewed as a list by clicking the button shown below and selecting Details:
5) Select the eye*.log files
6) Right-click and select Download Items (or click the Download button). The files will be downloaded as a single .zip file which can be attached to an email and sent to the support team
EyeLink 1000 and EyeLink II
For older DOS-based systems please take the following steps:
1) Boot the Host PC into Windows
2) Open an Explorer window (Windows key +E)
3) Navigate to the EyeLink partition (likely the E: Drive)
4) Open the ELCL folder, then the EXE folder
5) Copy the eye*.log files onto a USB stick (please note that Windows may hide the .log extension by default, so the files may appear as eye, eye001 etc).
6) Zip up the log files and email the resulting .zip file to the support team.