Locating your log file

If you encounter any issues with your copy of Sentient Trader our support team will usually ask for you to send in your log file. The log file is Sentient Trader's "personal diary" where it writes everything that goes on... And everything that goes wrong.

Usually the process of locating the log file is quite straightforward:

1. If possible start out by repeating the process that caused the issue in the first place. This will make sure that the error is contained in the latest log file and avoid having to go through the whole process twice.
2. Go to Help and click on Locate log file;
3. A window should pop up with a path;
4. Go to File explorer (not Internet explorer!) and follow the specified path. If you have trouble with this step please look at the paragraph below "I can't find the folder ProgramData in the specified path".
5. Once you've followed the path you will find a file called master_log.txt;
6. Before sending the file please check when it was last modified. If the last time it was modified corresponds to the last time Sentient Trader was used then go ahead to step 6. Otherwise please take a look at the paragraph below titled "The log file is incomplete".
7. That's the file! Attach it to your email and you're all set.

However sometimes it isn't so straightforward. That is what this article is for.

I can't start up Sentient Trader!

Don't worry! The log file will be in a similar location to this:
C:\ProgramData\SentientTrader\Sentient Trader - Hurst Trading System\[latest version number]\master_log.txt

I can't find the folder ProgramData in the specified path

The ProgramData folder is a hidden folder on most systems. If you cannot find it then you need to change the option to make hidden folders visible. I'm going to take a step back and let HowToGeek explain this one... That link contains instructions for Windows 7, 8 and 10.

The log file is incomplete 

If the log file hasn't been updated then, due to permission settings, the log file is being written to another location. This file in an alternative location is called a "compatibility file". We won't go into the details of why this compatibility file is being created (especially as the motives can vary greatly), we will simply locate the alternative file so that it can be sent along with the original.
- Windows 7 or 8:
If you are using Windows 7 or Windows 8 then follow the instructions above for locating the log file. Once you have navigated to the correct location, on the toolbar of File Explorer you will find a button which says "Compatibility files". Click on that button and you will be taken to an identical log file which will differ only by file size from the original. Make sure you send both versions to the support team.
- Windows 10:
In Windows 10 the compatibility files button has been removed. In its stead Windows saves compatibility files in a particular folder. The location of that folder is:
C:\Users\[username]\AppData\Local\VirtualStore\ProgramFiles(x86)\ProgramData\SentientTrader
Navigate to that folder where you should find an identical looking log file, except for size. Again, make sure you attach both log files to the email when you contact support.

I'm having an analysis issue and support asked me to turn on detailed logging

If the issue you are encountering is an issue with the analysis then before sending the log file our support team will probably ask you to turn on detailed logging. This is a relatively simple process: in Sentient Trader simply go to Tools -> Options -> Analysis tab and look for the option Detailed logging Warning consumes CPU. Tick that option and go straight to the chart you're having the analysis issue on. Follow the same procedure as you have done previously to kick up the issue, then go back to Detailed logging Warning consumes CPU and make sure you turn the option off. Then follow the instructions above for locating your log file.