If you're having trouble with the Kadence Agent, our support team may ask you to send over the Agent's log file. This is just a text file that records what the Agent has been doing, and it helps us figure out what went wrong.
It's safe to share with your Kadence administrator or Kadence Support when requested.
Quick tip: The instructions below ask you to find "the newest log file." There is no file literally called "latestversion.log" — that name in older versions of this article was just a placeholder.
Real log files are named with a version number, like 26.27.3.log — the number matches whatever Agent version you have installed. If you're ever unsure which one is newest, you can skip the search entirely and just send us the whole logs folder — see the tip at the bottom.
How to Find the Log File
macOS
Click the Finder icon in your dock (the blue-and-white smiley face).
At the top of the screen, click the Go menu, then click Go to Folder… (You can also just press Shift + Cmd + G at the same time.)
A small box will pop up. Copy the text below, paste it into that box, and press Return:
~/Library/Logs/Kadence Agent/
A window will open showing one or more files ending in .log.
If you see more than one file, click the Date Modified column heading to sort them, and pick the file with the most recent date — that's the one to send us.
Windows
Click the folder icon on your taskbar to open File Explorer (or press the Windows key + E at the same time).
Click once inside the address bar at the top of the window (this highlights the text already there).
Copy the text below, paste it into the address bar to replace what's there, and press Enter:
%USERPROFILE%\AppData\Roaming\Kadence Agent\logs\
A folder will open showing one or more files ending in .log.
If you see more than one file, click the Date modified column heading to sort them, and pick the file with the most recent date — that's the one to send us.
What to Do Next
Once you've found the file:
Attach it to your support ticket or email, or
Share it with your Kadence administrator, or
Send it directly to Kadence Support if requested
Not sure which file is the right one? You don't have to guess. Instead of picking a single file, you can select the entire Kadence Agent logs folder shown above, right-click it, and choose Compress (macOS) or Send to → Compressed (zipped) folder (Windows). Send us that zip file instead — our support team can find what they need inside it.
If you can't find the folder at all, or the path doesn't work, just let your Kadence administrator or support contact know — they can help you locate it, or arrange another way to get us the information we need.