The purpose of this article is to walk you through retrieving and sending the log files from your Ascend connection utility to our Support team.  The log files provide a wealth of information to aid with troubleshooting connectivity issues. 


The steps to retrieve log files follow below, as well as a video to help walk through the process.

Steps to Retrieve Agent Log Files:

  • Open the RTK Agent Configuration Utility
  • Click “View Agent Log” button
  • In the window that is presented, on your keyboard press and hold the CONTROL button and press the A key to select all text
  • In the same window with the text selected, on your keyboard press and hold the CONTROL button and press the C key to copy all text
  • Next open Notepad or another word processing program
  • Paste the copied log text (Edit > Paste)
  • Save the log file with “Agent Log” in the file name
  • Return to the RTK Ascend Agent Configuration and click “View Monitor Log” button
  • Repeat steps above to copy and save the monitor log
  • Open your email and reply to any open ticket support emails or email us at support@retailtoolkit.com, with the log files attached



If you have any challenges with this process, please view the video below for a full walkthrough of the process.