How to create a log file to troubleshoot problems with Prism Windows

This page is for Windows. See this article for Mac.

When Prism starts, it goes through many steps to initialize everything. A log file lets us see all these steps and spot any problems. The log file can also log some later steps to help diagnose reasons for Prism crashing, freezing, or any other problem. The logging configuration depends on which version of Prism you are running:

For Prism 7.02 and later: Startup Logging (logging how Prism launches)

Prism always logs the startup, so you can always send us a startup log to diagnose issues with Prism launching. Even if Prism doesn't successfully launch, the log file will be created (at the location explained below) and will be useful to troubleshoot.

For Prism 7.02 and later: Extended Logging (logging everything Prism does)

In some cases, we'll ask you to enable logging not just for startup but for the entire session. To do this, follow these steps:

Prism 8 and later: Within Prism, drop the Edit menu and choose “Preferences.” Go to the Services tab. Check the option "Create an extended log file to diagnose problems with Prism.”

Prism 7: Within Prism, hold the Control key while dropping the Edit menu and choose “Preferences.” This opens the Preferences dialog. Click the Support tab (which you'll only see if you hold Control). Check the option "Create a log file to diagnose problems with Prism.”

Now that logging is enabled use Prism and try to reproduce the issues you experience in the application. Then, submit the log file at help.graphpad.com.

Because logging can slow things down, don't forget to turn off logging after you send us the log file.

Where to find the log

You'll find it at this location:

For Prism 7-9 versions, simply replace "10" from the path above with "7" or "8" or "9".

You can navigate to that folder using Windows File Explorer. But there is an easier way:

Prism 8 and later: Within Prism, drop the Edit menu and choose “Preferences”. Go to the Services tab.
You'll see a link to open the log file and a button to open the folder that contains the file.

Prism 7: Within Prism, hold the Control key while opening the Edit menu and choose “Preferences.” This opens the Preferences dialog. Click the Support tab (which you'll only see if you held Control when clicking Preferences in the Edit menu). You'll see a link to open the log file and a button to open the folder that contains the file

Submit the log file at help.graphpad.com, and be sure to include your Prism serial number, the version of Prism you are using, and the log attachment.

For Prism 7.00-7.01 and Prism 6 and earlier:

There are two ways to turn on logging:

• If you are not using a startup XML file (most people don't have one), read the rest of this page.
• If an IT person has set up a startup XML file for Prism, you can change it to specify that Prism should make a log file. Include this line:

Follow these steps to create a log file:

1. Right click on the Prism shortcut on the desktop or start menu, and select Properties.

2. Add "/L" (without the quotes) to the target so it looks something like one of these:

Prism 7:

"C:\Program Files (x86)\GraphPad\Prism 7\prism.exe" /L

"C:\Program Files\GraphPad\Prism 7\prism.exe" /L

 

Prism 6:

"C:\program files (x86)\graphpad\prism 6\prism.exe"   /L

"C:\program files\graphpad\prism 6\prism.exe"   /L

Notes:

• Put quotation marks around the path, but not around the /L.

• Put a space between the quotation mark and the slash

• The path must be the actual path of prism.exe which might vary based on whether you have 32 or 64 bit Windows, which version of Windows you use, and how you installed. The line with "x86" above is how it looks in 64 bit versions of Windows, and the other line is how it looks in 32 bit version of Windows.

 

1. Close Properties and launch Prism. If you can, go past the Welcome dialog and create a new data table. The log file will be useful even if the Welcome dialog never appears.

2. Exit Prism.

3. Email the log file to help.graphpad.com

 

The location and name of the log file depend on which version of Prism you are using:

• The Prism 7 log file is named "Prism 7 log.txt". You'll find it on the Windows desktop.

• The Prism 6 log file is named "Prism 6 log.txt". You'll find it on the Windows desktop.

• The Prism 5 log file is named "Prism 5 startup log.txt". You'll find it on the Windows desktop.

• The Prism 4 log file is named "pz4log.log" and is in the Prism program folder.