Create and send log files for Creative Cloud

Learn how to use the Adobe Log Collector tool to help us troubleshoot any issues you are facing with your Creative Cloud apps.

What is the Log Collector tool?

Adobe Log Collector is a generic utility tool used to collect and upload logs to Adobe servers from user machines. The collected log data is used by Adobe to improve user experience, fix critical issues, and address any customer issues.

How to download and use the Log Collector tool

  1. Download the Log Collector Tool from one of the following links:

  2. Do one of the following:

    • Windows: Double-click the LogCollectorTool.exe file. Specify a location to extract the file, and then click Next.
    • macOS: Double-click the LogCollectorTool.dmg file. Then double-click the Log Collector tool icon to open the Log Collector tool.
  3. After you have given your consent to collect the logs, the Log Collector tool collects the required files from your computer and saves them as a ZXP file on your desktop. Click Upload (Windows) or Continue (macOS) to share the log files with Adobe.

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    When the file is uploaded, you will receive a confirmation mail at your registered email address.

What’s in the ZXP file

The Log Collector tool generates a signed ZXP file. You can open this file anytime to review the collected information. Adobe uses the information in the ZXP file to identify bugs and improve your Creative Cloud apps. 

The ZXP file created by the Log Collector tool can include your encrypted, unique Adobe user ID, product serial number, and debug and installer log file information.

Frequently asked questions

The tool supports all major Adobe products and services that are installed through Creative Cloud.

Note: The Log Collector tool doesn't collect installation logs for Acrobat. Learn how to collect logs when Acrobat/Reader DC crashes or freezes.

The logs are transported using the industry-standard TLS (Transport Layer Security) 1.2 protocol with HTTPS and are encrypted using SHA-256 Encryption.

Once inside Adobe’s internal network, logs are stored in a network file system which is behind Adobe’s firewall and adhere to the following Adobe best practices:

  • Secure Data Deletion Standard
  • Network Security Standard
  • Data Classification and Handling Standard

All servers involved in log storage and access are internally hosted in Adobe Data Centers and nothing is stored or accessed on an external cloud.

Currently, the logs are stored for a period of 30 days from the date of upload. After 30 days, they are deleted from all systems as per GDPR and other regulatory guidelines.

Access to these logs is limited to select employees from Adobe Customer Support team and the LogCollectorTool development team. For added security, Adobe employees with access sign in through an internal web portal using multifactor authentication.

There is limited user personal information in the logs collected, such as device ID, Adobe ID, and IP address.

Additionally,  these logs are only stored for a period of 30 days from the date of upload and are accessible to select employees from the Adobe Customer Support team and the LogCollectorTool development team. They are only used to help investigate possible product issues upon your request.

A copy of the collected logs is saved on your desktop. The logs are stored in a single archive file in plain text without any encryption. You can easily access and view your logs on your device.

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