Understanding 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 select Diagnostics > Create support package from the shortcut menu.
Read the content in the Information window carefully, then select OK. After creating the support package, CDM will prompt you to save it at a location of your choice.
Extract the contents of the support package, open the Logs folder from within the support package, and send the latest log file to our support team.

The log file contains 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 file to our support team.

How IAM Cloud handles your log files

We use an industry-leading support desk system from Freshworks called Freshdesk. Freshdesk is the platform where all our support information is processed and stored. All IAM Cloud accounts in Freshdesk have mandatory multifactor authentication (MFA) enabled. Freshworks also holds certifications for ISO 27001 and System and Organization Controls (SOC).

Our Freshdesk “agents” are provisioned using strict principles of least privilege. These are limited to our technical support team, CTO, COO, and a senior commercial manager. Every member of the team has undergone Baseline Personnel Security Standard (BPSS) vetting as a minimum and undertakes a mandatory monthly security training course. IAM Cloud is also ISO 27001 certified and audited annually as part of this standard.

Our Freshdesk tenancy, policies applying to and processes enacted within Freshdesk, and agents using Freshdesk are all audited and in-scope of our ISO 27001 certification. All the information you submit to us via Freshdesk is stored there for the duration of your contract and an additional 18 weeks. After which, we permanently purge it.