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Assuming you have EndNote X7.2 or later, here are the steps to generate the Sync log file. Analyzing the log files we can try to find the error with your EndNote online sync.
WINDOWS 10
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Exit/Close EndNote.
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Download the Settings.xml file from this page and place it in this location:
C:\Users\[username]\AppData\Roaming\EndNote -
Once installed, restart EndNote.
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Sync to reproduce the error.
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Shutdown EndNote.
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Gather the log file (TEST.log, SENT.log, RECV.log) from:
C:\Users\[username]\AppData\Roaming\EndNote\Logs\EndNote Web\ -
Send the log files to info@alfasoft.com
Note!
If the log files are very large, you may need to zip them.
Once you obtain the log files, be sure to remove the XML file from the location above. Otherwise, every sync you do will continue to log, and those logs get very large, very fast.
MAC
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Exit/Close EndNote
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Download the Settings.xml file from this page and place it in this location:
/Users/[username]/Library/Application Support/EndNote/Settings.xml
To get to the Library folder, hold down the "option" key on your keyboard and go to the "Go" Menu and choose "Library". Browse to Application Support > EndNote and add the Settings.xml file. -
Once installed, restart EndNote and Sync to generate the error.
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Once that is done, shutdown EndNote and gather the log files (TEST.log, SENT.log, RECV.log) from:
Users/[username]/Library/Application Support/EndNote/Logs/EndNote Web/ -
Send the log files to info@alfasoft.com
Note!
If the files are large, please compress them. You can highlight them all and click File > Compress 3 Items.
Once the logs have been gathered, remember to remove the Settings.xml file from the location where it was installed above. These files grow quite large quite fast and will continue growing as long as that XML file is installed.