Locate Files Needed for Command Center Escalations

Description: Learn to create a Google Drive folder, sharing it with Shift4, and gathering essential files and logs for troubleshooting installation failures or task failures while running the Command Center. The necessary logs include the "agentState.json" file, installer logs, agent log files, and UTG trace logs.

---

Step 1: Create a Google Drive Folder

1. Go to Google Drive and log in with your Google account.
   
2. Select the + New button on the left-hand side once logged in.
   
3. Select New folder from the dropdown menu.
   
4. Name the folder something relevant, such as "Shift4 Troubleshooting Logs" or the case number, then select Create.
   

Step 2: Collect All Logs for Troubleshooting

Now that you have the Google Drive folder ready follow these instructions to gather all necessary logs for the troubleshooting process.

1. Locate "agentState.json"

Using File Explorer

1. Open File Explorer (Windows + E).
2. There are two locations to check for the "agentState.json" file:
   • C:\ProgramData\shift4.in4m\agentState.json
     Note: The ProgramData folder is hidden by default, so you may need to unhide it:
     1. Select the "View" tab at the top of File Explorer.
     2. Select the box labeled "Hidden items" to make hidden folders visible.
        
     3. Navigate to C:\ProgramData\shift4.in4m and find the agentState.json file.
   • C:\Users[Your Username]\AppData\shift4.in4m\agentState.json
     1. Navigate to C:\Users[Your Username], and open the AppData folder.
     2. If the AppData folder is hidden, you can reveal it by following the same process mentioned above for hidden items.
     3. Go to AppData > Local (or sometimes Roaming, depending on the app setup) > shift4.in4m, and locate the agentState.json file.

•  

Using the Run Command

1. Press Windows + R to open the Run dialog.
2. Type C:\ProgramData\shift4.in4m and press Enter to directly open the file if it exists.
3. If you’re looking in the user-specific directory, type C:\Users%username%\AppData\Local\shift4.in4mor Roaming instead of Local, depending on where the file is stored.
   
   

2. Collect the Installer Logs

When troubleshooting installation failures, it’s important to collect the installer logs. Here’s how to find them in the Downloads folder:

1. Open File Explorer (Windows + E).
2. Navigate to C:\Users[Your Username]\Downloads.
3. Inside the Downloads folder, look for a folder named "logs".
   • The path will be C:\Users\YourUsername\Downloads\logs.
4. Inside the logs folder, you should find log files with names similar to "shift4_installer_2024-10-03_15-17-30" (the date and time in the filename will vary).
5. These log files contain information about the installation process and are critical for diagnosing installation failures.
   
   

3. Collecting the Agent Log Files

The agent log files contain detailed logs about the Command Center agent’s activities. Follow these steps to collect them:

1. Open File Explorer (Windows + E).
2. Navigate to the following path:
   • C:\shift4\Shift4 Command Center\agent\logs.
3. In this folder, you will find various log files related to the agent. These files typically have timestamps in their names, making it easier to identify the logs generated during the issue.
4. Copy all relevant log files to include them in your diagnostics for further troubleshooting.
   

4. Collecting the UTG Trace Logs

The UTG trace logs provide detailed information about the UTG process. Follow these steps to collect the logs:

1. Open File Explorer (Windows + E).
2. Navigate to the following path:
   • C:\shift4\UTG2\Trace.
3. Inside this folder, you will find the UTG trace logs. These logs can help diagnose any issues related to the UTG process.
4. Copy the relevant trace log files for further analysis and troubleshooting.
   

Step 3: Upload All Logs to the Google Drive Folder

1. Open the Google Drive folder you just created.
2. Select the + New button on the left-hand side once logged in.
   
3. Select File upload from the dropdown menu.
   
4. Navigate to the locations where your logs are stored (as described in the sections below), and upload all the necessary log files to this folder:
   • agentState.json
   • Installer logs
   • Agent log files
   • UTG trace logs

You can upload multiple files by selecting them all at once during the upload process.

Step 4: Share the Google Drive Folder with Shift4

1. Select the created folder name.
2. Select Share from the menu.
   
3. In the Share window, select Restricted under General access and choose Shift4.
   
4. Select Viewer and choose Editor.
   
5. Select Done to share the folder with Shift4 or the individual you added with their email.