HOW TO

How to collect log files from a Windows computer

Issue

Objective

  • How to collect log files for an escalated case from a Windows computer

Environment

  • GoToMeeting
  • GoToWebinar
  • GoToTraining
  • GoToMyPC
  • GoToAssist Corporate
  • GoToAssist Remote Support
  • Windows

Procedure

  1. On the customer's computer, right click on the GoToMeeting daisy icon in the system tray
  2. Save Logs
  3. Have the customer send you the GoToMeetingLogs_date_ zip file that appears
When receiving log files for phone cases: 
1. Use Rescue to file transfer or have the customer email you the log files
2. Attach logs to case 
When receiving log files for email cases: 
1.  Have the customer email you the log files or if they are too large, they may need to use a file sharing solution.
2.  Attach logs to case
 

Answer

Cause

Resolution

Additional Information

If for some reason you're having issues with the instructions above, use these steps below:

Important: GoToLogFiles cannot collect logs that are currently in session. Please make sure to exit any sessions prior to running GoToLogFiles.  
Download GoToLogFiles
Run the file GoToLogFiles.exe
Click Archive logs to ZIP
Email the log files to the representative who assisted you