Troubleshooting

General

The system information about Elcomsoft eXplorer for WhatsApp work is logged into EXWA.log file located at:

o%AppData%\Elcomsoft\Elcomsoft eXplorer for WhatsApp\EXWA.log

If you are experiencing any problems with Elcomsoft eXplorer for WhatsApp, please create a ticket in our online support system (see Contacting us for details), providing us with the log file mentioned above.

The amount of information that is written to the EXWA.log file is defined by the level of logging. The higher the level, the more detailed information is written to the log file, but it may affect the program and overall system performance. By default, a medium level of logging is set. To change the level of logging (if requested), please do the following:

1.Open the settings.ini file (located at %AppData%\Elcomsoft\Elcomsoft eXplorer for WhatsApp\Settings.ini). This file is created when you start the program at the first time.

2.Define the necessary level of logging in the Level parameter. The following levels of logging are available:

0 - No logging is performed
1 - The information about fatal errors only is written in the log
2 - The information about program errors is written in the log as well
3 - The information about the program malfunctioning at the warning level is logged
4 - The program system messages at the information level are logged
5 - The level of logging that is necessary for debugging
6 - The Trace level of logging
7 - All information about the program work is logged. This level is the most informative, so please set logging to this level when reproducing the problem with the EXWA application

3.Close the file and restart EXWA to apply changes.

Android

The java version and the WhatsApp version when working with Android data is logged into AndroidScripts.log file located at:

o%AppData%\Elcomsoft\Elcomsoft eXplorer for WhatsApp\AndroidScripts.log

If you are experiencing any problems with Elcomsoft eXplorer for WhatsApp, please create a ticket in our online support system (see Contacting us for details), providing us with the log file mentioned above and the EXWA.log file.

NOTE: We do not guarantee stable work of EXWA with Android devices on virtual machines. 

If you have rooted your device, please make sure to restart it before working in EXWA so that all its data is loaded properly.

If you are loading data from the device, but the device does not ask if you trust the computer and connection is not performed make sure the latest USB drivers for your device are installed and try again.

If you are loading data from an unrooted device and experiencing some issues entering the password on your device, do the following:

1.Download Java Cryptography Extension (JCE) Unlimited Strength Jurisdiction Policy Files 8 to your computer.

2.Extract the local_policy.jar and US_export_policy.jar files to the <java installation folder>\jre1.8.0_111\lib\security folder, replacing the original files.

3.Try loading the data from the device and entering the password again.