Overview

When the Ledgersync Desktop App is not working (for example, it won't connect, or a bank connection fails only on that computer), ask the person using the app to share the app logs. Those logs help Ledgersync Support see where the problem starts and confirm whether it is with the office computer or network.

Steps for the Employee

1. Log out of the Desktop App completely.
2. Log back in and try to connect again (so the problem is captured in a fresh session).
3. Open Settings.
4. Click Save logs.
5. Send the log file to Ledgersync Support.

Where the File Goes

The Save logs button creates a file in the computer's Downloads folder. The employee needs to attach that file when they reply to support (or email it to support@ledgersync.com).

What Support Can See

With the logs, support can usually see the source of the issue and confirm whether the problem is with the office environment (computer, browser choice, network, or local setup).

Tip

In Settings, under Connect with, leave Browser selected unless support asks you to switch to AI chat.

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• LedgerSync Desktop App Stuck on Connecting - Browser Mismatch Issue