How to capture a trace file and the smart card log

How to capture a trace file and the smart card log.

1. Click on the Windows icon in the bottom left corner and type in Trace Viewer. Alternatively, browse to C:\Program Files (x86)\Datacard\TruCredential\AIS\Common\main and run the “TraceViewer.exe”
2. When the program launches, select “Edit” -> “Settings” and deselect the checkbox “Mask Sensitive Data”
3. Leave Trace Viewer open and replicate the problem in Instant ID
4. Go back to Trace Viewer, select “File” -> “Save As”, zip the saved file and send to us. Alternatively, highlight the entry lines in Trace Viewer for the times that correspond with the failed job you just sent, then select “File” -> “Save Selection As”, zip the saved file and send to us
5. Provide the date and time for when you replicated the problem (this will help focus our search of the trace file)
6. Browse to C:\Program Files\Datacard\TruCredential and provide the “smartcard-ws.log”