How do I send Debug Logs

In cases where issues cannot be solved easily, our development team will need to diagnose the issue and determine possible troubleshooting steps for the issue. In order to provide them with up to date information, debug logs can be sent from both the Business App and the Streamer.

 

Table of Contents

 

For Business App on Windows:

1. Click on "Help" on the top toolbar

2. Click on "Send Debug Log..."

debugwinsrc01_en-us.png

3. On the prompt that shows up, click on "Send"

4. After the log has finished sending, please include the upload number in the ticket so our support team can locate the debug log.

debugwinsrc02_en-us.png

 

For Streamer on Windows:

1. Open the Streamer application from the Start menu or tray icon

2. Click on the "Advanced" tab, scroll down to the last section called "Streamer log files"

debugwinsrs01_en-us.png

3. Click the "Send debug log" button

4. A prompt will show when the log successfully sends

debugwinsrs02_en-us.png

5. After the log has finished sending, please include the Log ID in the ticket so our support team can locate the debug log.

debugwinsrs03_en-us.png

 

For Business App on Mac:

1. Click on "Help" on the Mac top toolbar

2. Click on "Send Debug Log..."

debugmacsrc01_en-us.png

3. On the prompt that shows up, click on "Send"

4. After the log has finished sending, please include the upload number in the ticket so our support team can locate the debug log.

debugmacsrc02_en-us.png

 

For Streamer on Mac:

1. Open the Streamer application from the Start menu or tray icon

2. Click on the "Advanced" tab, scroll down to the last section called "Streamer log files"

debugmacsrs01_en-us.png

3. Click the "Send debug log" button

4. A prompt will show when the log successfully sends

debugmacsrs02_en-us.png

5. After the log has finished sending, please include the Log ID in the ticket so our support team can locate the debug log.

debugmacsrs03_en-us.png

For Business App on Linux:

1. Click on "Help" on the top toolbar

2. Click on "Send Debug Log..."

SRC_L_debug_en-us.png

3. On the prompt that shows up, click on "Send"

4. After the log has finished sending, please include the upload number in the ticket so our support team can locate the debug log.

SRC_L_debug2_en-us.png

For Streamer on Linux

  1. Open the Splashtop Streamer application.
  2. Click on Advanced tab from left panel.
  3. Press the Send Debug Log button.
  4. Wait for notification confirmation that log has been sent, click OK on notification window.
  5. Copy or save Log ID and provide to support team for assistance.

Screenshot below is from Ubuntu but should be similar for other distros.

SRS-L send debug.png

For Business App on iOS/Android:

1. Select "Settings" on the bottom right of the screen

2. Scroll down until you see "Contact Us"

3. Select "Send debug logs" then "OK"

4. Send the upload number in the ticket so the support team can locate the debug log.

For Streamer on Android:

1. Click the  Snipaste_2022-09-13_15-39-12_en-us.png button in the top right corner and select "Settings"
debugandsrs01_en-us.png
debugandsrs02_en-us.png

2. Scroll down and click "Send debug log"
debugandsrs03_en-us.png
3. Click "Send Debug Log"
debugandsrs04_en-us.png
4. Wait until it shows "Upload succeeded" and share the log ID as shown in the red square with support team.

debugandsrs05_en-us.png

For Splashtop for RMM Client App on Windows:

Open Splashtop for RMM

rmm_client_app_en_us_1.png

Click "Send Debug Logs" > "Send" > Provide the upload number for your Splashtop Technician

rmm_client_app_win_en_us_2.png

For Splashtop for RMM Client App for Mac:

Open Splashtop for RMM

rmm_client_app_mac_en_us_1.png

Click "Help" > "Send Debug Logs" > "Send" > Provide the upload number for your Splashtop Technician

rmm_client_app_mac_en_us_2.png

true
0 out of 0 found this helpful