Run this tool when Sumac Support asks you to collect information about a Desktop problem. It opens Sumac and gathers a report and recent logs while you reproduce the issue.

The tool does not change Sumac or Windows settings. You do not need administrator access. Allow about five minutes.

Before you begin

Use the computer where the problem occurs. Save your work and close Sumac.

Only reproduce an action when it is safe. Stop before sending messages, processing payments, importing data, or changing records unless Sumac Support asked you to complete that step.

Run the diagnostic

The diagnostic is attached at the bottom of this article. Only use a copy from this article or directly from Sumac Support.

1. Under Attachments at the bottom of this article, download Sumac-Diagnostic-1.12.0.zip.
2. Right-click the downloaded ZIP and select Extract All. Choose a normal local folder, such as Downloads or Documents. Do not run the tool from inside the ZIP.
3. Open the extracted folder. Keep README.txt, Run Sumac Diagnostic.cmd, and Sumac-Diagnostic.ps1 together. Double-click Run Sumac Diagnostic.cmd.
4. Sign in to Sumac if prompted. During the 120-second diagnostic session, follow the steps that normally lead to the problem. Once it appears, stop and leave Sumac and the diagnostic window open until the session finishes.
5. Wait for Diagnostic complete. File Explorer will select a new timestamped ZIP on your Desktop. Its name begins with Sumac-Diagnostic-.
6. Send that new Desktop ZIP through your approved Sumac Support channel. Include what happened and its approximate time. Tell Support if you could not reproduce the problem, even if the report found no failure. Do not send the original download back.

If the tool asks about a Sumac testing JAR, answer Y only if Support recently sent it and instructed you to use it. Otherwise, answer N to run regular Sumac. A separate Sumac Crash Test package has its own instructions.

What is collected

The ZIP contains a technical report, a structured evidence file, recent Sumac logs, and launcher information. Checks cover the installation, connections, sign-in, and Windows security and performance information.

Logs are not anonymized. They can contain names, email addresses, record identifiers, local file paths, and technical connection details. Send the ZIP only through your approved Support channel.

The tool does not record what you type into Sumac or your browser. It does not copy database contents, browser data, Databases.txt, or crash dumps. The included README describes the collection in detail.

If the tool does not run

If Windows or security software blocks it, do not change a security setting or disable protection. Send Support a screenshot of the message. IT can review the block under your organisation's policy. The tool runs with your existing permissions and does not bypass security controls.

If Sumac-Diagnostic.ps1 is missing, extract the ZIP again and keep all three files together.

If the result ZIP cannot be created, the tool leaves a timestamped diagnostic folder on your Desktop. Send that folder's contents through your approved Support channel.