BUSMASTER and firmware updater support logs
Record the full software version and Build, the time of the problem, and the time zone before collecting logs. BUSMASTER and the firmware updater each write their own file.
Find the logs for this operation
Section titled “Find the logs for this operation”- Press
Win + Rin the Windows account that ran the program. Enter%LOCALAPPDATA%\BUSMUST\Support. If the application ran in a VM, on another computer, or under another account, collect the files in that environment. - Use the table below for builds that support the new log layout. Check the Build and release notes for your installer in the download center. BUSMASTER 3.2.2.51 Build 565 still uses the older layout described below. If multiple builds were used, match the file’s modification time to the operation.
- Copy the files before retrying, restarting or reopening a project. After a normal exit, copy any additional closing records. Collect the firmware updater log before starting the updater again.
| Application | Files to collect | What they contain |
|---|---|---|
| BUSMASTER | BusMustSupport.log, plus BusMustSupport.log.previous and BusMustSupport.log.previous.pending if present |
DBC, CFX load/save/error, XCP A2L, CANopen and E2E diagnostics |
| Firmware updater | FirmwareUpdate.log |
The updater’s own session diagnostics. Timestamps are UTC, N is the sequence, E the event, R the result, and W the Windows error code when available. |
BUSMASTER records UTF-8 text. It rotates before the next complete record would exceed 128 MiB and keeps one previous archive. An interrupted rotation can leave a complete archive in .previous.pending. Save it if present. The updater keeps up to 64 KiB per session and may replace the previous log when a new session starts.
Collect logs from builds that use the older layout
Section titled “Collect logs from builds that use the older layout”| Issue | Location for builds that write a separate module log |
|---|---|
| DBC import or parsing | dbc_load_log.txt beside the running BUSMASTER.exe. |
| CFX project load or save | config_load_log.txt, config_save_log.txt, and config_load_*.err for load failures. Look beside BUSMASTER.exe first, then in that account’s %TEMP% if the program directory is not writable. |
| A2L import | a2l_load_log.txt beside BUSMASTER.exe, plus a2l_load_log.txt.previous if present. |
| CANopen or E2E | canopen_diagnostic_log.txt or e2e_diagnostic_log.txt beside BUSMASTER.exe, plus the corresponding .previous if present. |
| Firmware update | FirmwareUpdate-Support.log in %LOCALAPPDATA%\BUSMUST\FirmwareUpdate\logs for the account that ran the updater. Collect it after a normal exit and before the next start. |
Switching to the new layout leaves previously generated logs where they are. Use file timestamps to identify the files for this incident.
Investigate missing records
Section titled “Investigate missing records”BUSMASTER creates the file when the first diagnostic reaches the writer and can be written. If a file is missing, cannot be copied or is out of date, check the account, application build, free disk space and write access. If a file is in use, try copying it after the operation finishes and the application exits normally. Write failures, queue drops, interrupted shutdown and rotation can leave gaps. Keep the files you have and note the missing file or time range.
Use the source label to find the relevant module. Use the process or session, stage and original error code when recorded. Supply the operation and timestamp if these details are missing. For bus transmission or reception issues, include ASC, BLF or LOG traffic from the same time range or evidence from an independent receiver. Collect TF-card recording and replay files, BMAPI debug output, and firmware recovery data according to their respective workflows.
Submit feedback
Section titled “Submit feedback”- Include the exact software version and Build, updater version if relevant, time and time zone, feature, and expected and actual results. Add the project or settings, device model and firmware, channel details, screenshots and peer capture as relevant.
- Keep the original files. Check copies for workstation paths, device identifiers and application data before sharing. Use a redacted copy where appropriate and describe what was removed.
- Open Technical Support and choose Submit structured feedback. The form accepts up to three attachments, up to 5 MiB per file and 10 MiB in total. Supported formats are PNG, JPEG, WebP and UTF-8 TXT, LOG or JSON. For larger files, archives or ZIPs, submit the reproduction details and file list first. Keep the receipt and arrange delivery with the WeChat support channel on that page or
support@busmust.com.
Source: BUSMUST technical knowledge base support-logs.md. This public guide is maintained by the website content pipeline. Use the download center for current and archived software releases.