How to collect diagnostics when nCrypted Cloud will not launch correctly

1.  Verify nCrypted Cloud icon exists in the following location

OSX: /Applications

Windows: Start/All Programs/nCryptedCloud

 

2.  Try to launch the nCrypted Cloud App manually and see if the nCrypted Cloud icon shows up in the System Tray or Menu Bar.

 

3. If the icon shows up in the System Tray or Menu Bar, you can upload diagnostics for us to review.

 

4. If the icon does not launch, then you can collect the following files and send them to us to investigate why the app will not launch.

 

OSX: <Users Home directory>/.nCryptedCloudHome/log.

 

You can access this directory by using the “Go to Folder” menu from Finder and entering  “~/.nCryptedCloudHome”.  Right-click and select "Compress then send it to us.

support@ncryptedcloud.com

 

Windows:  <Users Home directory>\AppData\Local\Temp\nCryptedCloud\etc

 

You can access this directory by entering “%TMP%\nCryptedCloud” into the address bar of Windows Explorer.  Right click on the “etc” directory, select "Send to", click on "Compressed (Zipped) Folder", and then send it to us.

support@ncryptedcloud.com

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