Settings - Troubleshoot tab

Owned by Derek Batting
Mar 25, 2022
5 min read

Troubleshooting

In an effort to make it easier for us here at SmiteWorks to help diagnose and troubleshoot issues with the Fantasy Grounds Unity Updater, we’ve added a number of tools to the Troubleshoot tab.

This is a brief overview of each troubleshooting tool and how it works.

1. Gather Logs

This one will be useful for nearly any support request. This tool will automatically gather all relevant and existing logs associated with Fantasy Grounds and the Updater, and will zip them up in a location of your choosing for easier support.

Note: Some of the logs contain sensitive information including your license key, so please do not post your log archive to any public thread like the forums or Discord.

When you click Gather Logs, you will be prompted for a location to store the .ZIP file containing the various .LOG files. If you do not choose a location, it will use the Desktop by default.

Windows 10/11

Here you will be asked where you would like to save the .ZIP file containing the logs. If you do not choose a location, it will use the Desktop by default.

Click Export Logs to compile the logs and save them to the Desktop.

The .ZIP file will be saved with your username, the word Logs and the current date and time in the filename.

You can now attach this .ZIP file to a Support Ticket if requested by SmiteWorks Support Staff or Developers for review.

macOS

You may be asked to allow Fantasy Grounds to access your Desktop folder. This will only be used to save the .ZIP file containing the logs. Click the OK button.

Here you will be asked where you would like to save the .ZIP file containing the logs. If you do not choose a location, it will use the Desktop by default.

Click Export Logs to compile the logs and save them to the Desktop.

The .ZIP file will be saved with your username, the word Logs and the current date and time in the filename.

You can now attach this .ZIP file to a Support Ticket if requested by SmiteWorks Support Staff or Developers for review.

Linux (Ubuntu)

Here you will be asked where you would like to save the .ZIP file containing the logs. If you do not choose a location, it will use the Desktop by default.

Click Export Logs to compile the logs and save them to the Desktop.

The .ZIP file will be saved with your username, the word Logs and the current date and time in the filename.

The .ZIP file will be saved with your username, the word Logs and the current date and time in the filename.

You can now attach this .ZIP file to a Support Ticket if requested by SmiteWorks Support Staff or Developers for review.

2. Force App Update

This tool will remove data files associated with the Fantasy Grounds Updater and Fantasy Grounds Unity, forcing them to update to the latest version of the software.

This is particularly useful if there is a problem updating to the latest version of the software, in particular the Updater. This is a good option to try if you're having trouble getting the latest software updates.

3. Clear Settings

This tool removes user and application settings from your system and then prompts the Setup process within the updater.

Your data path will automatically be detected as the current working directory, since this is a step normally established in the updater.

This tool is useful for effectively creating a clean install, so may be worth a try if your issue has not been resolved with other steps.

4. Show Setup

This tool shows the Setup screen without deleting your settings first.

This is functionally similar to Clear Settings, though recommended in cases where you want to add Desktop or Start Menu shortcuts, but are otherwise functionally working without issue.

With .bin file installations in Linux, a Desktop shortcut may not be automatically created.

This tool should not be used to change Data directory locations. For that, we recommend backing up campaigns and extensions from the data directory, uninstalling Fantasy Grounds, then reinstalling with the new Data directory location you prefer and copying your campaigns and extensions into the new location.

You can read more about Data directories in the following help article:
Link: https://fantasygroundsunity.atlassian.net/wiki/spaces/FGCP/pages/2043805707

5. Clear Vault

This tool triggers a confirmation popup and then, if confirmed, will remove data files associated with all modules downloaded on your system. This will force every product to update like new on your next Update.

Please only use this particular tool if recommended by SmiteWorks staff, as this should very rarely be needed.

Once you’ve cleared the vault, click the Save button if other settings have been changed on other tabs, or the Cancel button to exit the Settings window without saving changes, then click the Update button at the bottom of the Updater window.