cant collect data, hart internet UK

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Alan
I am told that we cannot use web log expert to collect the traffic reports from Heart Internet a UK Bast web hosting company, but no one can tell me why. has anyone got any idias.
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Alan
Sorry to have taken so long to get back to you, getting information from the host provider is a bit slow and painfull. When i asked for log file information here is the reply.

Alan says:
sorry to keep on but i need 100% on this. i can have ftp access to the log files that deal with the traffic on the site for sites that i place with you on a reseller account. please advise the format that the log files are presented in. Thank you for your time.

**** **** says:
The logs files are a sym link to the logs directory on the servers. SSH access is fine if you have an appropriate package but if you need to download / access via FTP to the raw log files then you would download them with a option in the control panel or copy them from the linked directory to the DTP space.

Alan says:
Thank you for your time. what format are the log files in.

**** **** says:
just getting that for you :)

**** **** says:
Sorry to keep you

**** **** says:
The logs will be in the for of "domain-name IP-Address Date-and-time file-accessed Apache-Response-Code Bytes-Transferred Browser"

I Hope this will be of assistance and that your program will be able to use this type of file.
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Michael
It seems that the program cannot support this log format, you can find more information on it at http://www.weblogexpert.com/help/wlex.... The main issue is that your logs have domain listed first instead of IP address like in Standard Apache logs.
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Michael
WebLog Expert cannot be used if either your hosting company doesn't provide log files or if it provides log files in format not supported by WebLog Expert.

Have a representative of your hoster told you that the program cannot be used with their service?