Applies to: any Plex-Earth version Audience: End users
Overview
When you contact our support team about an issue with Plex-Earth, we may ask you to send your Plex-Earth log files. These files contain technical information that helps our team identify the root cause of your issue and provide an efficient solution.
This article explains how to locate and send these files.
Step 1. Open any folder on your computer. In the address bar at the top of File Explorer, type:
%appdata%
and press Enter.
Step 2. Locate the Plexscape folder in the list.
Step 3. Right-click on the Plexscape folder, select Compress to... and create a ZIP file. Any standard compression tool works fine if you prefer to use one you already have.
Step 4. Send the ZIP file to our support team at:
FAQs
Why does the support team need these files?
The Plexscape folder contains Plex-Earth log files that record activity, errors, and system information during your CAD sessions. This data allows our technical team to diagnose the root cause of your issue accurately, without needing to replicate your exact setup.
Is it safe to send these files?
Yes. The log files contain technical diagnostic data about Plex-Earth's behavior on your system. They do not contain personal data, drawing content, or sensitive business information.
I can't find the Plexscape folder. What should I do?
Make sure you are typing %appdata% directly into the File Explorer address bar and pressing Enter — not into the Windows search bar. This will take you to the correct AppData\Roaming directory where the Plexscape folder is located. If you still cannot find it, contact us at support@plexscape.com and we will assist you.
The Plexscape folder is very large. Do I need to send the whole thing?
In most cases, yes — please send the entire folder as a ZIP so our team gets a complete picture of the issue. However, if the file size is too large, you can reduce it by excluding the temporary files folder before zipping, if it exists:
%appdata%\Plexscape\Plex-Earth [version]\Temp
This folder is only present in newer Plex-Earth builds — if you do not see it, simply zip and send the full Plexscape folder as normal. If you are still having trouble with the file size, let us know and we will provide an alternative upload method.
Can I send the files through my existing support ticket?
Yes. If you already have an open ticket with us, you can reply to it and attach the ZIP file directly. There is no need to send a separate email.