How to Retrieve Paradigm Virtual Touchscreen (VTS) Logs

Description

This is a procedure for retrieving / downloading log files from a Virtual Touchscreen (VTS).  The VTS can be running on a PC, a P-TS18, or P-TSI.  This action is usually done at the request of ETC Technical Services when troubleshooting.

VTS on PC (4.2.0 and newer)

1. In the PC, navigate Windows Explorer to the following directory:
   1. \Users\<your user name here>\AppData\Local\ETC\Paradigm\<paradigm version number here>\Virtual Touchscreen\Logs
   2. Example:  C:\Users\bob\AppData\Local\ETC\Paradigm\4.2.4\Virtual Touchscreen\logs
2. The files will have the following naming convention:
   1. pvts_log_year_month_date_time.txt
   2. Example:  pvts_log_2020-08-24_12-39-39.txt
3. Copy the file or files relevant to the time of the incident and email them to ETC Technical Services at support.etcconnect.com

VTS on PC (4.1.0 and older)

1. In the PC, navigate Windows Explorer to directory that hosts the Virtual Touchscreen software.  This may vary.  The default location is below.
   1. Example:  C:\Program Files (x86)\ETC\Paradigm 4.1.0\Virtual Touchscreen
2. The files will have the following naming convention:
   1. pvts_log_year_month_date_time.txt
   2. Example:  pvts_log_2020-08-24_12-39-39.txt
3. Copy the file or files relevant to the time of the incident and email them to ETC Technical Services at support.etcconnect.com

VTS on P-TS18 Hardware and P-TSI Hardware (All versions)

1. If the Virtual Touchscreen session is active (meaning that the lighting controls are onscreen), press and hold anywhere on the screen until a right-click menu exits.  It is also possible to connect a generic USB mouse and right click on the screen.
2. Click or touch Quit.
3. This will bring up a Blue Home Screen.  Click or touch the Advanced tab at the top.
   1. This will prompt a passcode.  Please contact ETC Technical Services for this passcode at 800-688-4116.
4. Touch or click Collect Logs.
   1. A popup will appear with a message stating it is retrieving the log files.
   2. After it is completed there are two buttons Advanced and Next.  Click the Next button.
   3. Fill in the fields for Additional Information, Date, and Time.
   4. Click Next.
   5. Insert USB drive into the rear of the P-TS18 hardware.
   6. On the screen, choose the USB drive and hit Next.
   7. Popup will state it is copying the files.
   8. Click Exit
   9. Unplug USB drive and send log files to ETC Technical Services at support.etcconnect.com
5. To return the VTS to the lighting controls, click the General Tab at the top of the screen.
6. Click or Touch Launch Virtual Touchscreen.
   1. Choose the Paradigm Central Control Server
   2. Choose the desired VTS.