Introduction to the Cloud Drive Mapper (CDM) log file

The CDM log file contains a chronological record of events the software encounters while in operation. It serves multiple purposes, such as error identification and performance monitoring, by logging a comprehensive audit trail of user interactions and corresponding system events. This file is essential for maintaining and troubleshooting CDM, providing insights into what’s happening under the hood. Usually, when you contact our customer support team, we may also ask you for this file to identify and resolve the issue.

To access the CDM log files:

Select from the system tray to open the Active drives window.
Press CTRL on your keyboard, select simultaneously, then choose Diagnostics > Open logs from the shortcut menu. The Logs folder will open.
To help our support team troubleshoot the issue, please send us the log files corresponding to the date and time when the issue occurred.

CDM log files contain information related to file names, file paths, and the local user’s email address. These could contain sensitive information. Therefore, You may wish to redact any sensitive information before sending the log files to our support team.

How IAM Cloud handles your log files

We process and store information in the Freshdesk customer support platform. Freshdesk is provided by Freshworks, who hold a number of industry-recognised certifications, attestations and independent audit reports. The Freshworks Trust Centre can be found here.

Access to and permissions within Freshdesk are provisioned in accordance with our internal Security policies and adhere to the principle of least privilege. Multi-factor authentication is enforced. Access is limited to a small number of authorised personnel.

Data within Freshdesk is processed, handled and stored in accordance with our internal Security Policies, including the Data Protection Policy. Data is removed from Freshdesk per the retention schedule defined in our Data Retention Policy.

IAM Cloud is ISO27001 certified and is audited annually. Our Trust Centre can be found here.