How to collect Payment Gateway logs for PaperCut NG and MF

This page describes how to collect the Payment Gateway, Application Server, and Transaction Logs, and other information to help troubleshoot payment gateway problems.

PaperCut supports multiple payment gateway types. For the full list, see the PaperCut Payment Gateway Guide page.

When and how to collect logs

There can be situations where payment gateways do not work as expected. To analyze the problem, we need you to collect logs from a few places after reproducing the problem. As a first step, please go through the Troubleshooting section in the relevant Payment Gateway guide.

If that doesn’t help:

1. Enable debug in the main Application Server.
2. Reproduce the issue.
3. Record the following information:
   • Time the issue occurred
   • Name of the user who tried to transfer funds
   • Transaction amount
   • Payment gateway mode. Some payment gateways can be used in two different modes, for example, Blackboard can be used in on-demand or manual.

All of this information will help our support engineers and developers match up log entries with your testing activities. Additional information, such as what was observed or what was expected, can also prove very useful.

Which logs to collect

Collect the following logs:

Payment Gateway Event Log: [app-path]\server\logs\payment-gateway\event.log This log contains gateway-specific error messages and events.

Application Server Log: Collect the Application Server debug logs via Options → Advanced by clicking on “Download Diagnostics”. This log contains general application-specific error messages and events.

Transaction Log: [app-path]\server\logs\payment-gateway\transaction.log This log contains a list of successful transactions in a tab-delimited form.

What next?

You can submit the logs you’ve collected by logging a support request here. Your log files and other information you send to us will be treated with care in accordance with our privacy policy.

Our contact information is also given here.