Which logs are required to submit a ticket to the technical support department

Dimitry Zuykov
June 19, 2020
Dimitry Zuykov

We provide our customers with high-quality software and constantly monitor its quality. If you encounter any issues while using TrueConf products and you are not able to solve them by yourself, you can contact TrueConf technical support department. Apart from the detailed issue description, our managers may ask for some additional information in the form of log files. This article describes which logs may be required to identify and eliminate the issue.

TrueConf Server

Log files are kept in the work path directory (С:\TrueConf by default).

Please make sure that detailed logging is enabled on your TrueConf Server instance before collecting and sending the logs.

General Issues

One of the possible issues you might face is the inability to start TrueConf Server. Possible reasons are described in our blog. The main information about the TrueConf Server operation (start, restart, stop, etc.) is saved in the Stdout.log file. This data is useful to analyze such problems as:

Problems with SMTP

If you face issues connecting to the SMTP server and sending email invitations, you can gather the information from the web_logs folder in the work path directory.

Issues during Video Conferencing

There also might be certain difficulties during video meetings:

In the support ticket you need to specify the following parameters:

  1. The exact time of reproducing the issue
  2. TrueConf IDs of the users who had the issue
  3. Conference details:
    • type of conference
    • conference schedule
    • number of invited/connected users
  4. How the users connect to the conference: via TrueConf client application or via WebRTC.

In addition, you need to attach the Stdout.log file and svc_logs folder that contains the logs about hosted video calls and conferences.  If TrueConf Server services crash, please also provide archived files from the dumps folder.

Problems During SIP/H.323/RTSP Calls

To identify and analyze the issues related to SIP/H. 323/RTSP endpoints call difficulties, you may need to install additional software called WireShark to capture traffic.

Possible problems might be:

  • SIP/H.323/RTSP call interruption
  • inability to call SIP/H.323/RTSP endpoint
  • decreased audio/video stream quality
  • interruption/loss of audio or video stream
  • inability to display content on SIP/H.323 endpoints
  • problems with SIP/H.323 gateway.

In this case, follow these steps:

  1. Install Wireshark on the computer where TrueConf Server is installed.
  2. Run Wireshark as an administrator.
  3. Start capturing packets and reproduce the problem you have specified in the support ticket.

wireshark

  1. Once you’ve reproduced the issue, stop capturing packets and save the file by pressing the  Ctrl+Shift+S combination.

When submitting a ticket, attach the following logs to the ticket:

  • Wireshark log file .pcapng created in the previous step.
  • Stdout.log.
  • gateway.pcap;
  • svc_logs folder.
  • transceiver_logs folder that contains logs about transcoding, mixing and transmitting the media data in calls with WebRTC, SIP/H.323/RTSP endpoints, RTSP streaming).

Also, you need to specify:

  • the exact time of reproducing the issue.
  • TrueConf ID and/or IP address of the endpoint which you face the issue with.

Troubleshooting TrueConf Client Application

Possible problems are:

  • incorrect application launch.
  • instant or unplanned shutdown of the application.
  • hardware compatibility issues.

If your desktop application crashes, please send an automatically generated crash email.

Otherwise, to collect logs, you need to complete the following steps depending on the operating system being used.

TrueConf client application for Windows

Step 1. Create the log file of TrueConf configuration:

  1. Run Command Prompt (cmd).
  2. Enter "C:\Program Files\TrueConf\Client\TrueConf.exe" -hwtest and press Enter.
  3. Configuration file tc_configuration.txt will be generated in the user’s folder (C:\Users\<username> by default).
If the Command Prompt was run in administrator mode, the file will be created in the application directory (C:\Program Files\TrueConf\Client by default).

Step 2. Create detailed log file:

  1. Open Properties of TrueConf shortcut.
  2. Enter -lg parameter in the Target field.

The full path must be: "C:\Program Files\TrueConf\Client\TrueConf.exe" -lg .

  1. Save changes and run TrueConf client application as an administrator.
  2. Log files will be created once you’ve reproduced the issue:

C:\Users\<username>\AppData\Local\TrueConf\Client\logs.

To launch the client application in a routine mode,  delete the -lg parameter from the shortcut.

TrueConf client application for macOS

Step 1. Create the log file of TrueConf configuration:

  1. Proceed to /Applications/Utilities folder and run Terminal.app.
  2. Open /Applications folder and find  TrueConf Client.app.
  3. Open the context menu and choose Show Package Contents.
  4. Drag TrueConf Client.app into the terminal.
  5. Enter the parameter /hwtest in the end of the command and press Enter.
  6. To extract the log file, enter tc_configuration.txt in the search field of Finder.

Step 2. Create a detailed log file:

Similarly to the previous step, enter the parameter /lg in the Terminal and press Enter. Once the issue is reproduced, you can find the logs by following the path:

Users/<username>/Library/Containers/org.trueconf.client/Data/Library/Application Support/TrueConf/Logs

TrueConf client application for Linux

Step 1. Create the log file of TrueConf configuration:

To obtain the log file, run Terminal, enter trueconf /hwtest and press Enter. Configuration file tc_configuration.txt will be created in the directory ~/user.

Step 2. Create detailed log file:

To start detailed logging, enter trueconf /lg in the terminal and press Enter. Once you’ve reproduced the problem, the log files will be created in the directory ~/.config/trueconf/logs.

TrueConf MCU

To save your call history, go to the Logs section in the sidebar. Then, click the Export button in the Call history tab.

To download an archive with all system logs, click the Execution module tab of the Logs section. Then click on Export to the right of the Filters button and allow the pop-up window to appear. In the window that opens, specify the location where you want to save the archive.

Additionally, when contacting technical support, you need to specify:

  • Whether the MCU is registered on the SIP server or the H.323 gatekeeper.
  • The protocol used in the call.
  • In which direction the call was being made when you were collecting the information.
  • Bitrate.
  • The models and IP addresses of the devices used in the call.

TrueConf Room

TrueConf Room creates log files automatically in the following folder:

C:\Users\<username>\AppData\Local\TrueConf\Room\logs

In the case of a program crash, additional logs are created. You can find them by following the path:

C:\Users\<username>\AppData\Local\TrueConf\Room\crashlogs

TrueConf Group

You can download the console and traffic logs of your TrueConf Group endpoint via its web interface.

To collect console logs:

  1. Restart the endpoint to remove unnecessary information from the log files.
  2. Reproduce the issue in question.
  3. Click the Settings button in the upper right corner of the web interface and select Diagnostics in the left sidebar.
  4. In the System log subsection, save the syslog, user.log, and vita.log files using the browser context menu.

Which logs are required to submit a ticket to the technical support department 1

You can start traffic capturing on the same page below:

  1. In the Network log subsection, press the Start button.
  2. Call the required user from your endpoint, or answer the call.
  3. When the call ends, click the Stop button.

Which logs are required to submit a ticket to the technical support department 2

For correct collection of traffic logs, the capturing should be started before the call, and stopped after the disconnection.

Download the logs by clicking the Which logs are required to submit a ticket to the technical support department 3 button to the right of the required file. To save multiple captures, check the boxes to the left of their ordinal number and click the Download selected traffic captures button.

In addition, when submitting a request to the technical support department, you need to specify:

  • Whether the endpoint is registered on TrueConf Server or MCU.
  • The protocol used during the call.
  • In which direction the call was being made when you were collecting the information.
  • Bitrate.
  • Models and IP addresses of the devices used in the call.

TrueConf Kiosk

TrueConf Kiosk also automatically creates log files after every launch.

The path for the log storage:

C:\Users\<username>\AppData\Roaming\TrueConf\TrueConf SDK for Windows

TrueConf Tracker

To generate the log file during TrueConf Tracker operation,  complete the following steps:

  1. Launch TrueConf Tracker.
  2. In a toolbar choose Tools – Show log.
  3. Reproduce the issue.
  4. After reproducing the issue, press Save and choose the folder to save the file.

TrueConf for Android

1. Go to the Settings menu in your TrueConf application.

2. Scroll down to the Advanced Mode section, click on the More button and enter System Log.

3. Press Start to begin log recording.

Which logs are required to submit a ticket to the technical support department 4

4. Try to reproduce the error you have encountered or just continue using the application until the error occurs.

5. When the error occurs again stop log recording (in the same Settings section) and email it to us. You can add a description of the problems that you came across.

Which logs are required to submit a ticket to the technical support department 5

TrueConf for iOS/iPadOS

How to collect console logs

Instruction for macOS:

This manual uses a pre-installed Console application to collect logs (please, do not confuse it with the Terminal application).

  1. Connect your iOS/iPadOS device to your computer using a cable.
  2. Run the Console application.
  3. Select your smartphone or tablet in the Devices panel on the left side of the screen.
  4. Launch the TrueConf application.
  5. Find TrueConf in the Process column, right-click on it and select Show Process ‘TrueConf’.
  6. Reproduce the issue on your mobile device.
  7. Highlight the entire log from the Console application using the Command + A shortcut, copy it (Command + C) and paste (Command + V) to any text editor, such as the pre-installed TextEdit, and then save it to a text file.

Instruction for Windows:

To collect console logs on Windows, install iTunes and download iOSLogInfo tool. Then follow the instructions:

  1. Unpack the downloaded archive to C:\.
  2. Make sure that your device is connected to your computer using a cable.
  3. Launch iTunes.
  4. Open a command line (cmd) as administrator.
  5. Navigate to the program folder using the command cd C:\iosloginfo.
  6. Enter the command to start collecting logs: sdsiosloginfo.exe -d > c:\iosloginfo\consolelogs.txt.
  7. Reproduce the issue on your mobile device.
  8. Stop the program using the CTRL + C key combination.
  9. After that the consolelogs.txt file will appear in the C:\iosloginfo folder, which will contain all collected logs.

How to collect crash logs

This manual is intended for MacOS v.10.15+. If you are running Windows or macOS v.10.14 or earlier, you should do the same with iTunes application.

  1. Connect your iOS/iPadOS device to your computer using a cable.
  2. Select it from the Locations tab in the left panel of the Finder file manager.
  3. Click the Sync button at the lower-right corner of the screen.
  4. Once the synchronization is complete, the crash logs will be located:
    • for macOS: ~/Library/Logs/CrashReporter/MobileDevice/<Device name>/Retired
    • for Windows: C:\Users\<USERNAME>\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice\<Devices Name>\Retired.

The crash log file names will have the TrueConf-date-time.crash format, for example:

TrueConf-2020-07-03-094227.crash.

You can also send crash logs via email from the device itself.  To do so, go to SettingsPrivacyAnalyticsAnalytics Data. The file names will start with TrueConf. Select the desired file, click Share in the upper right corner of the screen and send an email to crash@trueconf.com.

Still have questions? Please contact our support team directly via online chat.