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Regarding debug level, check to see if their out logs to file is enabled and if the file log levels is set to debug. If not, then let’s show the message
Before downloading the support packet, set Output Logs to File to true and set File Log Level to DEBUG [here]. Afterwards, please recreate the issue with these settings before submitting.
as seen in the design to encourage them to enable it and set it to debug and try to recreate their issue to provide us with the most amount of information.
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