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

Dimitry Zuykov
June 19, 2020
Dimitry Zuykov
Categories: Knowledge Base

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 TrueConf Server 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.

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

TrueConf client application for Windows

Possible problems are:

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

If the desktop application crashes (for Windows, macOS, or Linux), please send the automatically generated email. Otherwise, to collect logs, you need to complete the following steps depending on the operating system being used.

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 Terminal/TrueConf Room

TrueConf Terminal/TrueConf Room creates log files automatically. You can find logs in the following path:

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

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 1

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 2

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

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