How to Get Client Logs
Client logs help troubleshoot login, messages, file transfer, display, and local environment issues.
Common Symptoms
- Only one user or one device has the issue.
- The client is stuck, blank, disconnected, or cannot upload files.
- Screenshots alone cannot show the root cause.
What to Check First
- Client version and operating system.
- Server address used by the client.
- Failure time and exact operation steps.
Recommended Actions
- Reproduce the issue once if it is safe to do so.
- Export or locate the client logs according to the client platform.
- Provide logs together with screenshots, account information, and failure time.
- Do not delete or reinstall the client before logs are collected if the issue is reproducible.
When to Contact an Administrator or Operations Team
- The issue affects multiple users or the whole company.
- The fix requires restarting production services, replacing certificates, changing databases, changing file services, or updating License files.
- Provide the failure time, impact scope, screenshots, account information, client version, server address, and related logs when reporting the issue.