> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/cc-software/configure/identity-solutions-cardholders-and-ope/entra-id/entra-id-collecting-logs-for-sync-issu.md).

# Collect Entra ID Sync logs

Collect Entra ID Sync logs and supporting details for Gallagher Technical Support.

Provide to Gallagher Technical Support: the **Site Serial & Name**, a clear issue description, event timestamps, the **FTSupport log** from the server, **trace-enabled** Command Centre logs, **trace-enabled** Entra Sync Service logs, the **config XML** from the Entra ID Sync server, and the **Entra ID API permissions**.

## Enable trace logging

The Entra ID Sync Service logs to `C:\ProgramData\Gallagher\EntraSync\EntraSyncService.log`. Edit `C:\Program Files (x86)\Gallagher\Entra ID Sync\Entra ID Sync Service\nlog.config`, changing:

```
<logger name="*" minlevel="Info" writeTo="FileLog"/>
```

to `minlevel="Trace"`, save (needs local admin), and **restart the Gallagher Entra ID Sync Service**. Reproduce the issue, then collect the trace-enabled log.

> ⚠️ **Privacy:** at Debug/Trace level, **personally identifiable information (for example Entra user names) can be logged**. Restrict access to trace-level log files and lower the logging level once capture is complete.

![The nlog.config file with the logger minlevel changed to "Trace" and the source comment warning that Trace level logs personally identifiable information](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-52947c87ab05fb70b2b55fccd1ef313bca896d60%2FSECHUB-ENTRA-12-enable-trace-nlog.png?alt=media)

***

🔗 **Related**

* [Configuration](/knowledge-hub/products/cc-software/configure/identity-solutions-cardholders-and-ope/entra-id/entra-id-configuration.md). Service setup.


---

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