Splashtop Antivirus - Sending Debug Logs

Instructions on how to send debug logs for Splashtop Antivirus issues are below.

 

Splashtop Antivirus Logs

For Windows

  1. Note the approximate timestamp that the issue occurred, or reproduce the issue to get the timestamp.
  2. Download SplashtopAntivirus_SupportTool.zip , extract and run the .exe file.
  3. Select a folder to save the logs in.
    folder_en-us.PNG
  4. Wait for the exporting process to complete.
    log-process_en-us.PNG
  5. Once the log is done, go to the folder to find the export logs file and send it to the Splashtop Support team.
    logs-done_en-us.PNG

 

For Mac

  1. Open Terminal.
  2. Type the following commands:
    cd /Library/SplashtopAntivirus/AVP/product/bin
    sudo ./GatherBD start
    sudo ./GatherBD stop
    sudo ./GatherBD archive all
  3. Check for the ProductSupport.zip file in the /tmp folder, and send it to the Splashtop Support team.

 

Splashtop Streamer Logs

Additionally, depending on the issue, you may need to also send the Splashtop Streamer logs.

  1. Open Splashtop Streamer
  2. Click the Advanced Tab
  3. Click Send Debug Log, and please include the provided Log ID in the support ticket.
    streamer-logs_en-us.png

 

 

0 out of 0 found this helpful