Before You Start: Most issues can be resolved by refreshing the page or re-uploading your TLOG file. If problems persist, check this guide for specific solutions.
File Upload & Parsing Issues
"File parsing failed" or "Invalid TLOG format"
Possible Causes:
- File is corrupted or incomplete
- File is not a valid IBM/Toshiba TLOG format
- File extension doesn't match actual format
- Custom metadata schema doesn't match file structure
Solutions:
- Verify the file is a complete TLOG (.tlg, .dat, or .db0)
- Check file size - it should be at least a few KB
- Try downloading/copying the file again from source
- If using custom metadata, ensure it's correctly formatted XML
- Test with a different TLOG file to isolate the issue
Parsing is very slow or freezes
Possible Causes:
- Very large file (100MB+)
- Browser running low on memory
- Other browser tabs consuming resources
Solutions:
- Close other browser tabs and applications
- Allow the parser more time (large files can take 1-2 minutes)
- Try a different browser (Chrome/Edge recommended)
- Clear browser cache and reload TLOGic
- For files over 200MB, consider splitting into smaller date ranges
"Custom schema validation failed"
Cause: The uploaded tlogmetadata.xml file has formatting errors or doesn't follow the expected schema.
Solutions:
- Validate XML syntax using an XML validator
- Ensure all required fields are present in the schema
- Check for special characters that need escaping
- Compare against the standard tlogmetadata.xml format
- Remove custom schema and use default to test
Search & Display Issues
Search returns no results
Possible Causes:
- Search syntax error
- No transactions match the criteria
- Field name misspelled
Solutions:
- Press
Esc to clear search and show all transactions
- Check search syntax (see Search Help by clicking )
- Verify field keywords are correct (e.g.,
txn: not transaction:)
- Try a simpler search first (e.g., just
t:1)
- Check that your date format matches expected format
Transaction details not displaying
Possible Causes:
- Transaction is malformed
- View tab not properly selected
- Browser rendering issue
Solutions:
- Try switching between different view tabs (String, JSON, Hex, XML)
- Click a different transaction, then click back
- Refresh the page and re-parse the file
- Check browser console for errors (F12 → Console tab)
Colors or styling look wrong
Possible Causes:
- Dark/Light mode mismatch
- Custom colors saved incorrectly
- Browser cache issue
Solutions:
- Toggle Dark Mode in Settings to see if it resolves
- Reset transaction type colors to defaults (Settings → Reset button)
- Clear browser cache and hard refresh (
Ctrl+Shift+R or Cmd+Shift+R)
- Try opening TLOGic in incognito/private mode
Export & Download Issues
Export fails or times out
Possible Causes:
- Too many transactions selected
- Browser memory limitations
- Download blocked by browser
Solutions:
- Try exporting smaller batches (10,000-20,000 at a time)
- Use search/filters to narrow selection before export
- Check browser's download settings - allow downloads from TLOGic
- Try a different export format (CSV typically fastest)
- Close other applications to free up memory
Excel export is empty or corrupted
Possible Causes:
- Excel file generation error
- Browser compatibility issue
Solutions:
- Try CSV export instead, then open in Excel
- Use a different browser (Chrome/Edge recommended)
- Reduce selection size and try again
- Check that file downloaded completely (verify file size)
Authentication & Access Issues
Cannot log in or session expired
Solutions:
- Check internet connection
- Clear browser cookies and cache
- Try incognito/private mode
- Verify email/password are correct
- Check for any password reset emails
- Contact support if locked out
"Trial expired" message
Cause: Your 14-day free trial has ended.
Solutions:
- Click "Upgrade" or "View Plans" to purchase a subscription
- Contact sales for enterprise pricing
- Check if you have other accounts with active trials
AI Analysis Issues
AI analysis fails or returns error
Possible Causes:
- No operator data in TLOG file
- Network connectivity issue
- Google Gemini service temporarily unavailable
Solutions:
- Verify TLOG has operator data (check Operators tab first)
- Check internet connection
- Try a simpler prompt
- Wait a few minutes and try again
- Try one of the pre-built prompts
AI response is generic or unhelpful
Solutions:
- Make prompt more specific (include thresholds, metrics)
- Ask for specific numbers and examples
- Request actionable recommendations
- Try multiple prompts from different angles
- Verify your operator data is complete
Performance Issues
TLOGic is slow or laggy
Possible Causes:
- Large number of transactions displayed
- Multiple browser tabs open
- Insufficient computer memory
Solutions:
- Enable "Compact View" in Settings to reduce rendering
- Close other browser tabs
- Use search/filters to view fewer transactions
- Disable syntax highlighting in Settings
- Try a different browser (Chrome/Edge typically fastest)
- Restart browser to free up memory
Browser-Specific Issues
Features not working in Safari/Firefox
Note: TLOGic is optimized for Chromium-based browsers (Chrome, Edge).
Solutions:
- Use Chrome or Microsoft Edge for best compatibility
- Ensure browser is updated to latest version
- Disable browser extensions that might interfere
- Check browser console (F12) for specific errors
Data Quality Issues
Missing data or metrics
Possible Causes:
- TLOG file doesn't contain that data type
- POS system not configured to capture that data
- Partial file (incomplete day)
Solutions:
- Check Stats tab to see what data is present
- Verify POS system is configured to capture required data
- Ensure TLOG represents a complete business period
- Contact POS vendor if critical data is missing
Numbers don't match POS reports
Possible Causes:
- Different time periods compared
- Different transaction type filtering
- TLOG vs. journal differences
Solutions:
- Verify exact same date range in both systems
- Check if POS report excludes training/void transactions
- Ensure TLOG is from same business day
- Contact support if persistent discrepancies exist
Getting Additional Help
Still Having Issues?
If you can't resolve your issue using this guide:
- Check the browser console for error messages (Press
F12 → Console tab)
- Take a screenshot of any error messages
- Note the steps that lead to the problem
- Contact support at support@redlistsolutions.com with:
- Description of the issue
- Screenshots if applicable
- Browser and version
- TLOG file size and date range (don't send actual file unless requested)
Security Note
Never share your TLOG files with unauthorized parties. These files contain sensitive business and customer data. When contacting support, only send actual TLOG files if specifically requested and through secure channels.