How to provide your debug log to our support team?

In certain cases, our support team might ask that you provide your We are AG plugin’s debug log. This is so that we can gleam more information about the issue and this would help us to better resolve it for you.
Here are the steps:

Step 1: Enabling the debug mode

In all our plugins, we have added an option to enable debug log. This can be seen from your We are AG payment gateway’s plugin settings.
For this example, we’ll be using the “Barclays ePDQ payment gateway (Barclaycard) for WooCommerce”.

Note: If debug mode is already enabled while you did the test transaction, feel free to skip this step.

Navigate to your main plugin settings (WordPress admin dashboard > WooCommerce > Settings > Payments > AG ePDQ Checkout (this changes depending on which We are AG payment plugin that you are using) > Manage

Image 2021-09-07 at 6.54.06 PM

Tick the Enable debug reporting checkbox and save your changes.

Image 2021-09-07 at 6.56.03 PM

Step 2:Testing

If the debug mode has only been enabled, you’ll have to test the transaction while it’s enabled so that the logs would provide more detailed information about the transaction.

Step 3: Getting the logs

You can access the logs in two ways:

(Option 1) Below the debug checkbox, you can see a link that will redirect you to the logs.

Image 2021-09-07 at 6.58.36 PM

(Option 2) Navigate from your WooCommerce > Status > Logs

Image 2021-09-07 at 6.59.40 PM

 

You’ll be able to see a dropdown and from there, find an entry with the name of the We are AG plugin that you are using and then make sure that the date is according to when you made the transaction > then click the view button.

Note:  Make sure you select the correct date. The date when there was a problem
Screen Recording 2021-09-07 at 07.01.36.34 PM

Step 4 : Send it to our support team

Please copy and paste the contents of the log and send it as a reply to our support team. You can also choose to copy and paste the content and place it on a txt file and send it as an attachment on your email so that it keeps things organized.

Was this helpful?