HELP FILE

How do I collect logs?

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

Collect logs from the desktop app

You can easily save logs from the desktop app and send them over to our Customer Care team!

1. If you're on a Windows computer, click the Daisy icon in the system tray. If you're on a Mac computer, select Help under Menu in the upper toolbar or right-click on the Daisy icon in the lower dock.

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 then 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.
Console logs

1. Open a Chrome browser window and go to https://app.gotomeeting.com.

2. Right-click anywhere on the page and select 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 select Save as.

5. The logs will be located in the folder you chose. File type will be .log.

Network logs

1. Open a Chrome browser window and go to https://app.gotomeeting.com.

2. Right-click anywhere on the page and select Inspect. This will open Chrome Developer tools on the right side of the screen.

3. On the Network tab in the top toolbar, select the Preserve log checkbox.

4. Right-click anywhere in the Developer tools windows and select Save as HAR with content.

5. The logs will be located in the folder you chose. File type will be .har.

WebRTC logs

1. Open a Chrome browser window and type chrome://webrtc-internals. 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.

Related

Report Audio Issues

Optimal Firewall Configuration