Desktop Extention Troubleshooting Guide

Follow these troubleshooting steps in the event that you're not seeing activity from the desktop apps that you follow in Produce8

Problem

Desktop activities aren’t showing up as expected in Produce8

Solution

Before submitting a support ticket, there are several reasons why you might not be seeing activity from Desktop Apps in Produce8.

Step 1: Confirm That The Extension Is Online & Authenticated

Ensure that the Desktop Extension is running and authenticated on your computer:

• Click the extension in your Task or Menu bar to open it & ensure that you’re logged in

Step 2: Confirm Your Setup

1. Ensure that the Apps you want to follow are available data sources in your account
   • Navigate Company Account > Apps & Categories page.
   • Ensure that the App is listed on that page.
   • When you click on the App, you should see an item listed in “Desktop Data Sources”
   • If you don’t see the App or a Desktop Data Source for it, then an Admin in your account will need to add it.
2. Ensure that you follow activity from that App:
   • Navigate to the Company Account > Apps & Categories page.
   • Click that app that you want to see activity from
   • Click “Follow”
   • Select the data sources that you want to follow, then click “Next”
   • Select which Workspace(s) you want to have visibility into activity from this App, then click “Next”
   • Note that it can take up to an hour for activity to start showing up in your Workspace(s) when you add an App.

Step 3: Ensure The Extension Is Up To Date

The Desktop Extension should receive automatic updates provided it’s running. When the extension updates, you’ll be prompted to approve the update. It’s best to allow the update “Now”, but you can also choose to delay the update by clicking “Later” in which case you’ll be automatically prompted again to completed the update in a little while.

In order to force the extension to check for available updates, you can quit and restart it:

• Open the Desktop Extension
• Click your name/avatar at the top right
• Click "Quit"
• Restart the extension from your "Launchpad" (Mac) or "Windows Menu" (Windows)

Step 4: Reinstall The Desktop Extension

If that doesn't work, then you should uninstall & reinstall the Extension.

Uninstall the Extension

• Mac OS - instructions here
• Windows - instructions here
  • Then find and delete the following folder (using the same instructions as finding the Log file): This PC/ main harddrive (usually “ OS C:”)/Users/[your user name]/App Data/Local/Produce8

Reinstall the Extension

• In Produce8, click your name/avatar at the top right of the page
• Click "My Profile"
• Select "My App Connections"
• Click the ellipses "..." icon next to "Desktop Extension"
• Click "Install Extension"
• Click the downloaded file to run the installer and follow the prompts to complete (full instructions here)

Step 5: Submit a Support Ticket With Diagnostics

If you’ve completed the above steps and activity from desktop apps still doesn’t show up in Produce8 as expected, then please submit a support ticket to support@produce8.com

When you submit a ticket, please include the following information in order to cut down on having to go back and forth to collect more information about the issue:

• Describe the issue in as much detail as possible
• When did the issue start?
• Which troubleshooting steps have you taken and what was the result?
• Include a screenshot of the Desktop Extension “Diagnostics” (Instructions below)
• Include the extensions main.log file (Instructions below)

Desktop Extension “Diagnostics”

• Open the Desktop Extension
• Click your name/avatar
• Click “Diagnostics”
• Take a screenshot & attach it to your support request

How To Get The Desktop Extension Log File

Attaching the main.log file to your support request makes it much easier for our team to diagnose an issue with the extension and can greatly reduce the time it takes to resolve it.

• INSTRUCTIONS FOR MAC
  • Open Finder
  • Shift + Command + G
  • Navigate to: Users/[username]/Library/Logs/Produce8
  • Find "main.log"
• INSTRUCTIONS FOR WINDOWS
  • Open File Explorer
  • Click “View”, then “Show", then enable “Hidden Files”
  • Navigate to “This PC” > main harddrive (usually “C:”) > “Users” > your user name > “App Data” > “Roaming” > “Produce8” > “Main Log"