A new feature became available on October 11, 2023, that enables you to upload a log file from the SAS^® 360 Engage: Direct agent and send it to SAS support to diagnose issues that you might encounter.

In order to use this functionality, you need to have your Case ID number to continue. Then, complete the following steps:

1. Log on to SAS^® 360.
2. Navigate to General Settings ► Access Point ► <The name of your Direct Access Point> ► Upload Logs.
3. Specify the Case ID.
4. Then, select the log file to upload in the Log file date field, as shown in the following image.

Note: One log file equals data for one day. If you want to include the data for additional days, you need to upload a separate log file for each day. The log file cannot exceed 5 GB.

5. Click Upload. The log file is uploaded to a secure cloud location that SAS can access.

Please inform SAS support once you upload the log so that we can investigate your issue.

For additional information, see the following link: Upload an Agent Log File to SAS Support Documentation