Documentation · Troubleshooting
Get support
How to file a support ticket and what to include.
The fastest path to a fix is a ticket with a log file attached. Daxlate writes daily-rolling Serilog files under:
%LOCALAPPDATA%\Daxlate\logs\
Paste that into Explorer’s address bar to open the folder, then grab the
most recent Daxlate-*.log file. Logs are kept for 7 days and capped at
10 MB per file.
Email support #
Send to contact@daxlate.com with:
- Build version (Help → About Daxlate)
- Windows edition and build (e.g.
Windows 11 Pro 23H2) - Power BI Desktop build, if relevant (Help → About in Desktop)
- The most recent log file as an attachment
- Steps to reproduce, if known
The logs include every routing decision, TOM connection, extract-cache
hit, pbi-tools invocation, and unhandled exception, enough context to
diagnose most issues without back-and-forth. Nothing in the logs leaves
your machine until you attach the file to an email.
Severity #
| Severity | First response |
|---|---|
| Crash on launch / data loss risk | Same business day |
| Feature broken, workaround possible | 2 business days |
| Question, idea, future-tense ask | Within a week |
Enterprise SLA #
Volume-licensed customers can see their SLA agreement for response targets and a named contact path.