It is possible to load logs and database backups onto a common folder shared by both EII and any company in an effort to speed up troubleshooting.

Step-by-Step guide

Note: If the file size is less than 25 MB, it can be saved and sent to Support through email.

  1. Browse to the location of the desired log.

    File Path
       Database Backups
       Workstation Logs
       Manifests   Server   R:\Manifests
       Server Logs   Server   R:\Logs

  2. Open a browser and navigate to the EII Customer File Sharing Portal.


  3. Using the EII provided credentials, log onto the Portal.

    -The following Dashboard will appear
  4. Select "Secure Folders".

    - The following list of folders will appear.

  5. Select "Customer Uploads"

    - A folder with your company name will appear.

  6. Select your customer folder

  7. Select the "Upload" button in the top of the web page. The upload button has a blue arrow next to it.

  8. Browse to the desired file on the computer, and select "OK"

  9. Once the file has finished uploading, email the support representative on the ticket and inform them of the file upload.