The Sumac diagnostic tool collects a report and recent Sumac Desktop logs while you reproduce a problem. Support can use this information to investigate startup, update, sign-in, connection, and other Sumac Desktop issues.

The tool does not change Sumac or Windows settings. You do not need administrator access or command-line experience.

What you will do: Download, extract, and run the diagnostic. It will open Sumac and begin a 120-second diagnostic session. Sign in if prompted, then follow the same steps that normally lead to the problem. Once the problem appears, stop and leave Sumac and the diagnostic window open until the session finishes. The tool will collect a report and recent logs for Support.

Download: The diagnostic is attached at the bottom of this article. Download the file named Sumac-Diagnostic-1.10.1.zip. Only use the diagnostic provided through this article or directly by Sumac Support. Do not open a diagnostic tool sent from another website or an unexpected message.

This article is for the full diagnostic tool. If Sumac Support sent you a package named Sumac Crash Test, follow the instructions included in that package instead. A Crash Test package temporarily runs a specific test version of Sumac and does not collect diagnostic information.

Before you begin

• Use the computer where the problem occurs.
• Save your work and close Sumac. The diagnostic will open Sumac once.
• Be ready to sign in and follow the steps that normally produce the problem.
• Allow about five minutes for the full process.
• Extract the download to a normal local folder, such as Downloads, Documents, or the Desktop. It does not need to be on the Desktop.
• Only reproduce an action when it is safe to do so.

If the final step would send a message, process a payment, import data, or change records, stop before that step unless Sumac Support specifically asked you to complete it.

Run the diagnostic

1. Scroll to the bottom of this article. Under Attachments, select Sumac-Diagnostic-1.10.1.zip and save it.
2. In File Explorer, right-click Sumac-Diagnostic-1.10.1.zip, then select Extract All. You can extract it to any normal local folder.
3. Open the extracted folder. Keep these three files together:
   • README.txt
   • Run Sumac Diagnostic.cmd
   • Sumac-Diagnostic.ps1
4. Double-click Run Sumac Diagnostic.cmd.
5. Leave the diagnostic window open. The published diagnostic download does not include a testing JAR. If Support previously provided a compatible testing JAR and it is beside the diagnostic, on the Desktop, or in Downloads, the diagnostic window will request attention and ask whether Support recently instructed you to use it. Answer N if you are uncertain. If no compatible testing file is found, regular Sumac opens automatically without this question.
6. Sign in if prompted. During the 120-second diagnostic session, follow the same steps that normally lead to the problem.
7. Once the problem appears, stop and leave Sumac and the diagnostic window open until the session finishes.
8. Wait for the message Diagnostic complete. File Explorer will select a new timestamped ZIP file on your Desktop. Its name begins with Sumac-Diagnostic-.
9. Attach that new Desktop ZIP to your Sumac Support request. Include a short description of what happened and the approximate time it happened. Tell Support if you could not reproduce the problem.

Do not run the tool from inside the downloaded ZIP. Do not send the original download back to Support. Support needs the new timestamped ZIP created on your Desktop.

What the tool checks

The diagnostic checks:

• the local Sumac installation, desktop shortcut, launcher, and included Java software;
• Windows crash-dump readiness, the resolved javaw.exe dump folder, and metadata for existing matching dumps without copying them;
• compatible Sumac support test JARs beside the diagnostic, on the Desktop, or in Downloads, using the first three version numbers for comparison;
• access to the Sumac installation and settings folders;
• the structure of the saved database entries, including entry count, server address, schema name, driver, and flags, without reporting their credentials;
• required Sumac network connections, ports, Windows routes, and IPsec information;
• active Windows Defender Firewall profiles and relevant outbound rules;
• Windows proxy settings, secure web connections, and TLS certificates that can reveal office-network filtering or certificate inspection;
• the launcher's update location and Java requirement, including a one-byte request that checks whether a required Java download is reachable without downloading it;
• the last launcher stage reached, based on marker counts in its log;
• sign-in callback ports and whether the Identity Service recognizes each cloud-hosted database entry, using the same check Sumac makes before offering browser sign-in; and
• launcher and application log markers from the diagnostic period.

The application-log summary counts severe entries, database connection failures, authentication failures, selected web-service failures, and stable Sumac Desktop error codes. It reports marker names and counts. It does not copy matching log messages into the report.

The folder-access checks create uniquely named temporary test files and remove them immediately.

How the firewall result is interpreted

The firewall check is read-only. It does not change rules or collect the complete firewall policy.

The report compares relevant Windows Defender Firewall rules with a live connection test. A listed rule is not treated as the cause when the connection succeeds. If the connection fails, the report explains whether a matching local rule or the active profile could account for the result.

Windows Defender Firewall is only one part of the network path. A VPN, router, office firewall, internet service provider, server policy, or another security product can still block a connection.

What the result ZIP contains

The new ZIP on your Desktop contains:

• a diagnostic report;
• up to three recent Sumac application logs;
• the installed Sumac launcher log when available; and
• SumacLauncher.txt when available.

Sumac can buffer log writes. If no application log has a recent modified time when the files are selected, the tool collects the newest available log and checks its individual line timestamps.

Privacy information

The tool reads Databases.txt only to report its structure. This includes the number of entries, server address, database schema name, driver, and connection flags. It does not include the encrypted database user or password values in the report or result ZIP. It does not collect Databases.txt, other Sumac settings, browser data, database contents, or Windows event-message text.

The tool only asks a question when it finds a compatible Sumac support test JAR outside the normal installation. It asks whether Support sent the file recently and instructed you to use it for testing. It does not record what you type into Sumac or your browser.

The diagnostic does not copy crash dumps or support test JARs into its result. Full crash dumps can contain sensitive information and require separate handling with Sumac Support.

Copied Sumac logs are not anonymized. They can contain names, organization names, record identifiers, email addresses, local file paths, service responses, and technical connection details. Certificate information can identify an office security product or internal certificate authority. Send the result ZIP only through your organization's approved Sumac Support channel.

If the tool does not run

If Windows or your organization's security software blocks the tool, do not change a security setting or disable protection. Take a screenshot of the message and add it to your Support request.

If the window says Sumac-Diagnostic.ps1 is missing, extract all three files again and keep them in the same folder.

If the tool cannot create the result ZIP, it will leave a timestamped diagnostic folder on your Desktop. Compress that folder or attach its contents through your approved Support channel.

If no failure is found

Send the result ZIP even if the report says no failure was found. The copied logs and timing information may still help Support identify the affected stage.

Download the diagnostic

Under Attachments below, select Sumac-Diagnostic-1.10.1.zip.