Device logs contain diagnostic data that help Support identify communication, calibration, and performance issues.
Whether you’re submitting a ticket or responding to a Support request, follow the steps below to collect and share your launch monitor’s logs.

There are two ways to gather these files:

1. USB-C Connection: the fastest and most common method.

2. Hardware Diagnostic Tool (HDT): used for ceiling-mounted devices like the Falcon and GCHawk, and requires a direct Ethernet connection between the device and your PC.

What You’ll Need

• A Windows PC

• A USB-C cable (for the USB method)

• The Hardware Diagnostic Tool (HDT) installed (for Ethernet method)

💡 macOS is not supported for USB or HDT log retrieval.

Method A: USB-C Connection

(Recommended for most devices)

1. Power on your launch monitor.

2. Connect it to your Windows PC using a USB-C cable.

3. When prompted, choose “View files” or open File Explorer → This PC.

4. Open the connected drive (examples: PLM, GCQ, GCHAWK, or FALCON).

5. Locate and copy the following:

   • log.txt

   • any *.log files

6. Save the files (or zip the entire folder) to your Desktop.

7. Attach them to your Support ticket or reply email.

⚙️ If no log.txt appears, just copy the entire device folder — our team can extract what’s needed.

Method B: Hardware Diagnostic Tool (HDT) 

(Recommended for Falcon & GCHawk)

1. Download the Hardware Diagnostic Tool (v1.3.0.3) released July 17 2024:
   Download HDT Installer

   If this link ever changes, the latest version can also be found on the Falcon or GCHawk Support pages at FSS Hardware Support.

2. Connect the device directly to your PC’s Ethernet port using a standard Ethernet cable.

   • A direct connection is recommended for best reliability.

   • Using a local network is possible but unsupported; setup and configuration are the customer’s responsibility.

3. Launch HDT.

4. In Step 1, use the Select Device drop down to locate your connected launch monitor serial#.

   • If you are collecting logs from a GCQuad or GC3-family device, check the “Search for GCQuads and GC3s” box.

5. In Step 2, HDT will automatically check device information and communicate with our server.

   • This step is automatic and will advance to Step 3 when complete.

6. In Step 3, click Get Log File.

   • This will automatically send the device log file from the launch monitor to our server for Support to review.

7. Inform your assigned Support agent that you have completed this step so they can retrieve and analyze the log.

If HDT fails to connect or retrieve logs, switch to Method A (USB) instead.

Submitting Your Logs

Once collected:

• New Ticket: Attach the files (or .zip) when submitting.

• Existing Ticket: Reply to the email thread and attach them..

Troubleshooting & FAQs

Q: The device doesn’t show up in File Explorer.
A: Try a different USB-C port or cable. If it still doesn’t appear, use the HDT method.

Q: HDT can’t find my device.
A: Make sure the device is powered on and connected directly to your PC’s Ethernet port. Click Refresh and try again.

Q: Can I use a Mac?
A: No; only Windows supports these tools.

Q: Not sure which files to send?
A: Zip and send the entire device folder. Support will extract what’s needed.