HELP FILE

How do I collect logs?

Logging can be helpful when you run into any issues because they note and capture information on how you use the app. You can learn how to create and collect log files to help our Customer Care team analyze, troubleshoot, and debug any problems you may encounter.

Collect from the desktop app

  1. Click the Daisy icon in the system tray (Windows) or lower dock (Mac) or click Help > Menu in the upper toolbar (Mac).
  2. Click Save Logs.
  3. This will launch the Explorer (Windows) or Finder (Mac) window.
  4. Find and open the zipped log file for the desired session and email away!

Collect logs from the Web App

There are several types of logs from the Web App you can collect:
  • Console logs monitor what happens in your computer's Chrome browser.
  • Network logs monitor what happens in your network.
  • WebRTC Internals monitor the audio, video and other real-time communication features.

Collect console logs

  1. Open a Google Chrome browser window and go to https://app.gotomeeting.com.
  2. Right-click anywhere on the page and click Inspect. This will open Chrome Developer tools on the right side of the screen.
  3. On the Console tab, select the Preserve log checkbox.
  4. Right-click anywhere in the Developer tools and click Save as.
  5. The logs will be located in the folder you chose. File type will be .log.

Collect network logs

  1. Open a Google Chrome browser window and go to https://app.gotomeeting.com.
  2. Right-click anywhere on the page and click Inspect. This will open Chrome Developer tools on the right side of the screen.
  3. In the Network tab in the top toolbar, select the Preserve log checkbox.
  4. Right-click anywhere in the Developer tools windows and click Save as HAR with content.
  5. The logs will be located in the folder you chose. File type will be .har.

Collect WebRTC logs

  1. Open a Google Chrome browser window and type chrome://webrtc-internals in the address bar. If you have the Web App running in another browser tab, you will see a second tab in the WebRTC-internals screen related to that session.
  2. Select Create Dump to retrieve logs and audio sample files.

    • Enable diagnostic audio records will save audio files to your computer which can then be used to capture any audio issues that you may have encountered.
    • Enable diagnostic packet and event recordings will record any events that occurred.

  3. In the Web App, repeat the steps that produced the issues you encountered and wish to get logs for. Then select Download the PeerConnection updates and stats data. Note that you have to uncheck the Enable boxes when you're done recreating the issue to disable logging.
  4. The logs will be located in the folder you chose.