Preview

_articles/faq/general-troubleshooting-steps.md

@@ -5,32 +5,49 @@ needAutoGenerateSidebar: true
 title: General troubleshooting steps
 keywords: Dynamic Web TWAIN, Error Troubleshooting, general steps, verbose
 breadcrumbText: General troubleshooting steps
-description: General troubleshooting steps
+description: Step-by-step guide for collecting verbose logs and reporting issues to Dynamsoft Support.
 date: 2021-12-03 23:26:46 +0000
-last_modified: 2025-10-24 10:20:31 +0000
+last_modified: 2026-06-15 00:00:00 +0000
 ---
 
 # Error Troubleshooting
 
 ## General Troubleshooting Steps
 
-- Try our online demo and see if you can reproduce the issue.
-- Check the console or network log and report any errors.
-- Enable and collect verbose logs (detailed below).
+Before contacting support, complete the following steps:
+
+1. Try the [Dynamic Web TWAIN online demo](https://demo.dynamsoft.com/web-twain/) to check whether the issue is reproducible outside your own application.
+2. Open the browser developer tools (F12) and check the **Console** and **Network** tabs for errors. Note any error messages.
+3. Enable verbose logging and collect the log files as described below.
 
 ## Enable and Collect Verbose Logs
 
 1. Remove old log files in the `log` folder under the service's [installation folder](/_articles/extended-usage/dynamsoft-service-configuration.md#installation-folder).
-2. Set the log level:
-  - Option A (**only recommended for v18.0+**) - Single client machine troubleshooting: Add the line `LogLevel=14` to `DSConfiguration.ini` on the machine. Find the `DSConfiguration.ini` file in the **parent directory** of the log directory.
-  - Option B - Single client machine troubleshooting: Go to the Dynamic Web TWAIN-integrated application, press F12 to open the development tools, switch to "console" tab, and enter the command `DWTObject.LogLevel = 1` to enable debugger mode.
-  - Option C - Troubleshoot all client machines (application wide): set [`LogLevel`](/_articles/info/api/WebTwain_Util.md#loglevel) to 1 in your application code. This property should be set as soon as the `WebTwain` instance is created. For example, in the event `Dynamsoft_OnReady`
-    ```javascript
-    function Dynamsoft_OnReady() {
-      DWTObject = Dynamsoft.DWT.GetWebTwain("dwtcontrolContainer");
-      DWTObject.LogLevel = 1;
-    }
-    ```
-3. Perform a hard refresh (Ctrl + F5) on the application web page and attempt to reproduce the issue. To expedite issue identification, we would greatly appreciate it if you could create a `.txt` file that records the time when the issue occurred and place the file in the same log folder.
-4. Zip the log folder and share with [Dynamsoft Support Team](/_articles/about/getsupport.md) via email.
-5. **Please remember to either remove the `LogLevel` entry from the `DSConfiguration.ini` file or set `DWTObject.LogLevel` back to its default value (0) to disable the debugger mode**. Otherwise, verbose logging will affect operation speed.
+2. Set the log level using one of the options below:
+   - **Option A (recommended) — Single client machine (no coding required):** Use the Dynamic Web TWAIN Service information page.
+      1. Open [http://127.0.0.1:18625/](http://127.0.0.1:18625/) in a browser on the client machine.
+      2. Under **Detailed information**, locate the **Log** row.
+      3. Click **(change)** to enable verbose logging.
+      > [!NOTE]
+      > If **(change)** is not available, enable Web Setup by setting `EnableWebSetup=TRUE` in `DSConfiguration.ini` (admin privileges required), then restart the Dynamic Web TWAIN Service. See [Web Setup](/_articles/extended-usage/dynamsoft-service-configuration.md#web-setup).
+
+     ![DWT Service page — click (change) to enable verbose logging](/assets/imgs/dwt-service-log-change.png)
+
+   - **Option B — Single client machine:** Add the line `LogLevel=14` to `DSConfiguration.ini` on the machine. The `DSConfiguration.ini` file is in the **parent directory** of the log folder.
+
+   - **Option C — All client machines (application-wide):** Set [`LogLevel`](/_articles/info/api/WebTwain_Util.md#loglevel) to `1` in your application code. This should be set as early as possible when the `WebTwain` instance is created — for example, in the `Dynamsoft_OnReady` event:
+     ```javascript
+     function Dynamsoft_OnReady() {
+       DWTObject = Dynamsoft.DWT.GetWebTwain("dwtcontrolContainer");
+       DWTObject.LogLevel = 1;
+     }
+     ```
+3. Perform a hard refresh (**Ctrl + F5**) on the application page and reproduce the issue.
+4. Optionally, create a `.txt` file noting the exact time the issue occurred and place it in the same log folder — this helps pinpoint the relevant log entries faster.
+5. Zip the log folder and share it with the [Dynamsoft Support Team](/_articles/about/getsupport.md).
+
+> [!IMPORTANT]
+> After collecting the logs, disable verbose logging — leaving it enabled will affect scanning performance.
+> - **Option A**: Click **(change)** again on the service page.
+> - **Option B**: Remove the `LogLevel` line from `DSConfiguration.ini`.
+> - **Option C**: Set `DWTObject.LogLevel` back to `0` in your application code.

_articles/faq/mac-rosetta-discontinuation.md

@@ -8,7 +8,7 @@ keywords: Dynamic Web TWAIN Service, Rosetta, macOS, Apple Silicon, Universal Bi
 breadcrumbText: macOS Rosetta Discontinuation and Dynamic Web TWAIN Service
 description: Apple is phasing out Rosetta for Intel apps on Apple Silicon Macs. Learn how this affects the Dynamic Web TWAIN Service and what steps to take.
 date: 2026-05-26 17:21:42 +0000
-last_modified: 2026-05-26 10:20:00 -0800
+last_modified: 2026-06-15 00:00:00 -0800
 ---
 
 # Error Troubleshooting
@@ -39,29 +39,29 @@ Yes. The current version of Dynamic Web TWAIN Service continues to function norm
 
 ### What is Dynamsoft doing to address this?
 
-Dynamsoft is actively developing a Universal Binary version of Dynamic Web TWAIN Service with native Apple Silicon support.
+Dynamsoft has released a Universal Binary version of Dynamic Web TWAIN Service with native Apple Silicon support.
 
-This enhancement is currently planned for the **Dynamic Web TWAIN 19.4 release (ETA: June 2026)**, with the goal of ensuring full compatibility before the general availability of macOS 27.
+**Dynamic Web TWAIN 19.4 is now available**, shipping the Universal Binary service installer that runs natively on Apple Silicon — no Rosetta required. This ensures full compatibility ahead of macOS 27.
 
 ### I'm on Dynamic Web TWAIN v18.x. Do I need to upgrade my SDK to v19.4+?
 
 Not necessarily. The v19.4 service installer includes the **DWT 18.6 service module**, which is **backward compatible with DWT 18.x**. This means you can install the v19.4 Dynamic Web TWAIN Service on end-user machines to get Apple Silicon native support while continuing to use your existing v18.x SDK integration.
 
 You do not need to change your application code or upgrade your JavaScript SDK to v19 just to resolve the Rosetta notification.
 
-### Do end-user need to take any action now?
+### Do end-users need to take any action now?
 
-No immediate action is required. Customers can continue using the current version normally and are encouraged to upgrade to the future Universal Binary release once available.
+Yes. Now that Dynamic Web TWAIN 19.4 is available, we recommend upgrading the Dynamic Web TWAIN Service on end-user machines to get native Apple Silicon support and eliminate the macOS system notification about Intel-based apps. See the deployment section below for details.
 
 ### How do I deploy the updated service to end users?
 
-The deployment process is the same as the current service. Once v19.4 is released, download the updated macOS service installer and distribute it to your end users. If you use silent installation or enterprise deployment methods, the process remains the same — only the installer binary changes.
+The deployment process is the same as the current service. Download the v19.4 macOS service installer and distribute it to your end users. If you use silent installation or enterprise deployment methods, the process remains the same — only the installer binary changes.
 
 For details on deployment options, see: [How to deploy the end-user components to all users](/_articles/faq/deploy-to-all-users.md)
 
 ### Do I need to renew my license or maintenance to get the update?
 
-- **Active annual license or maintenance plan**: You are entitled to upgrade to v19.4 at no additional cost. Download and deploy the updated service installer when it becomes available.
+- **Active annual license or maintenance plan**: You are entitled to upgrade to v19.4 at no additional cost. Download and deploy the updated service installer now.
 - **Perpetual license without active maintenance**: You will need to renew your maintenance plan to access the v19.4 release. Please contact [Dynamsoft Sales](https://www.dynamsoft.com/company/contact/) to discuss renewal options.
 
 ### Does this affect Intel-based Macs?