{"id":14057,"date":"2024-07-24T12:00:21","date_gmt":"2024-07-24T09:00:21","guid":{"rendered":"https:\/\/trueconf.com\/blog\/?p=14057"},"modified":"2025-12-23T13:33:34","modified_gmt":"2025-12-23T10:33:34","slug":"which-logs-are-required-to-submit-a-ticket-to-the-technical-support-department","status":"publish","type":"post","link":"https:\/\/trueconf.com/blog\/knowledge-base\/which-logs-are-required-to-submit-a-ticket-to-the-technical-support-department","title":{"rendered":"Which logs are required to submit a ticket to the technical support department"},"content":{"rendered":"<p>We provide our customers with <a href=\"https:\/\/trueconf.com\/products.html\" target=\"_blank\" rel=\"noopener\">high-quality software<\/a> 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 <a href=\"https:\/\/trueconf.com\/support.html\" target=\"_blank\" rel=\"noopener\">technical support department<\/a>. Apart from the detailed issue description, our managers may ask for some additional information in the form of log files. This article describes <a href=\"https:\/\/middleware.io\/blog\/what-is-log-monitoring\/\" target=\"_blank\" rel=\"noopener\">which logs may be required<\/a> to identify and eliminate the issue.<\/p>\n<h2 id=\"support\" class=\"h4--main h4--thick black-text ui-mb-xs-3 ui-mt-md-1\">Why is Technical Support Needed?<\/h2>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">TrueConf Technical Support plays a crucial role: we assist our customers by troubleshooting software that isn&#8217;t working as expected, we help with integrating our solutions with third-party services and devices, and also we help to identify how user hardware and network conditions impact call quality. In essence, Technical Support specialists act as the &#8220;first responders&#8221; for users of TrueConf software and hardware, such as endpoints.<\/p>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">Please note that response times for support requests (or &#8220;tickets&#8221;) cannot be immediate for all inquiries. For this reason, we offer different technical support packages, which determine the guaranteed response time and the extent of service provided (for example, help with configuring TrueConf Server on Linux). We also recommend registering on our website for the most efficient communication with our support team.<\/p>\n<div class=\"button-group-container ui-mb-sm-1\">\n<a href=\"https:\/\/trueconf.com\/support\/premium-support.html#server\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" role=\"link\" class=\"default-button default-button--md default-button--orange default-button--rounded default-button--truncate\"><br \/>\n   <span class=\"default-button__text white-text\">Technical Support Packages<\/span><br \/>\n<\/a>\n<\/div>\n<h2 id=\"registering\" class=\"h4--main h4--thick black-text ui-mb-xs-3 ui-mt-md-1\">Why Register on our Website?<\/h2>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">You can submit a support request without registering first: just select your product and fill in the necessary details. However, for the best experience, we strongly recommend registering on our site using a corporate email address. Registration unlocks several convenient benefits:<\/p>\n<ul class=\"ui-list ui-list--medium ui-mb-sm-1 ui-mt-xs-3\">\n<li class=\"ui-list__item ui-list__item--disc\">complete request history<\/li>\n<li class=\"ui-list__item ui-list__item--disc\">updates and replies tracking for each request directly on our platform, without the need to constantly check your email<\/li>\n<li class=\"ui-list__item ui-list__item--disc\">if your colleagues also have access to your corporate email inbox, they can view and track the same support requests.<\/li>\n<\/ul>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">To register, click the <img decoding=\"async\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2024\/07\/login-button.png\" alt=\"\" width=\"34\" height=\"35\" class=\"inline-img\" loading=\"lazy\" title=\"\"> icon in the top-right corner of the page, then select the <strong>Sign up<\/strong> link.<\/p>\n<p><a href=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2024\/07\/reg-trueconf.png\" data-rel=\"lightbox-gallery-Zrm5ldIh\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2024\/07\/reg-trueconf-690x304.png\" alt=\"\" width=\"690\" height=\"304\" class=\"aligncenter size-medium wp-image-41396\" loading=\"lazy\" title=\"\" srcset=\"https:\/\/trueconf.com/blog\/wp-content\/uploads\/2024\/07\/reg-trueconf-690x304.png 690w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2024\/07\/reg-trueconf-1024x452.png 1024w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2024\/07\/reg-trueconf-768x339.png 768w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2024\/07\/reg-trueconf.png 1363w\" sizes=\"auto, (max-width: 690px) 100vw, 690px\" \/><\/a><\/p>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">You can also sign in using several social network accounts.<\/p>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">Once registered, you can submit all future support inquiries through your personal account under <strong>Support \u2192 Submit a Ticket<\/strong>:<\/p>\n<p><a href=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2024\/07\/ticket-from-user.png\" data-rel=\"lightbox-gallery-Zrm5ldIh\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2024\/07\/ticket-from-user-690x284.png\" alt=\"\" width=\"690\" height=\"284\" class=\"aligncenter size-medium wp-image-41397\" loading=\"lazy\" title=\"\" srcset=\"https:\/\/trueconf.com/blog\/wp-content\/uploads\/2024\/07\/ticket-from-user-690x284.png 690w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2024\/07\/ticket-from-user-1024x421.png 1024w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2024\/07\/ticket-from-user-768x316.png 768w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2024\/07\/ticket-from-user.png 1361w\" sizes=\"auto, (max-width: 690px) 100vw, 690px\" \/><\/a><\/p>\n<h2>TrueConf Server<\/h2>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">Log files are kept in the <a href=\"https:\/\/trueconf.com\/docs\/server\/en\/admin\/info\/#settings\" target=\"_blank\" rel=\"noopener\">work path directory<\/a> (<b>\u0421:\\TrueConf <\/b>by default for Windows OS or <b>\/opt\/trueconf\/server\/var\/log<\/b> for Linux OS).<\/p>\n<div class=\"marked_note marked_note--warning\">Please make sure that <a href=\"https:\/\/trueconf.com\/docs\/server\/en\/admin\/info\/#settings\" target=\"_blank\" rel=\"noopener\">detailed logging<\/a> is enabled on your TrueConf Server instance before collecting and sending the logs.<\/div>\n<h3>General Issues<\/h3>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">One of the possible issues you might face is the inability to start <a href=\"https:\/\/trueconf.com\/products\/server\/video-conferencing-server.html\" target=\"_blank\" rel=\"noopener\">TrueConf Server<\/a>. Possible reasons are described in <a href=\"https:\/\/trueconf.com\/blog\/knowledge-base\/fix-check-cert-hw-key-failed-error.html\" target=\"_blank\" rel=\"noopener\">our blog<\/a>. The main information about the TrueConf Server operation (start, restart, stop, etc.) is saved in the <b>Stdout.log<\/b> file located the in the work path directory for Windows OS, or <b>\/opt\/trueconf\/server\/var\/log\/vcs\/stdout.log<\/b> for Linux OS. This data is useful to analyze such problems as:<\/p>\n<ul style=\"list-style-type: circle;\">\n<li>TrueConf Server cyclic restart<\/li>\n<li><a href=\"https:\/\/trueconf.com\/blog\/knowledge-base\/fix-check-cert-hw-key-failed-error.html\" target=\"_blank\" rel=\"noopener\">\u00abCHECK CERT: HW key is failed!\u00bb<\/a> issue<\/li>\n<li><a href=\"https:\/\/trueconf.com\/features\/integration.html#ldap\" target=\"_blank\" rel=\"noopener\">Active Directory<\/a> connection error.<\/li>\n<\/ul>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">If TrueConf Server services crash, you will also need to provide archived dump files:<\/p>\n<ul>\n<li>On Windows \u2014 the contents of the <code>dump<\/code> folder in the working directory<\/li>\n<li>On Linux \u2014 the contents of the directory <code>\/opt\/trueconf\/server\/var\/log\/dump\/<\/code>. Besides, it is necessary to submit the files from the directories <code>\/tmp\/<\/code> and <code>\/var\/lib\/systemd\/coredump\/<\/code>. In particular, you need to pick the files created on the date when the server crashed.<\/li>\n<\/ul>\n<h3>Problems with SMTP<\/h3>\n<p>If you face issues <a href=\"https:\/\/trueconf.com\/docs\/server\/en\/admin\/network\/#smtp-mailer-tab\" target=\"_blank\" rel=\"noopener\">connecting to the SMTP server<\/a> and sending email invitations, you can gather the information from the <b>web_logs<\/b> folder in the work path directory for Windows OS, or <b>\/opt\/trueconf\/server\/var\/log\/webmanager<\/b> for Linux OS.<\/p>\n<h3>Issues during Video Conferencing<\/h3>\n<p>There also might be certain difficulties during video meetings:<\/p>\n<ul>\n<li>video\/<a href=\"https:\/\/trueconf.com\/blog\/knowledge-base\/audio-setup.html#Problem_No3_Audio_Delay_or_Disappearance\" target=\"_blank\" rel=\"noopener\">audio delays or interrupts<\/a><\/li>\n<li><a href=\"https:\/\/trueconf.com\/blog\/knowledge-base\/audio-setup.html#Problem_No2_Echo_Effect\" target=\"_blank\" rel=\"noopener\">echo<\/a> or extraneous noise<\/li>\n<li><a href=\"https:\/\/trueconf.com\/blog\/knowledge-base\/quality-of-video-in-trueconf-video-conferences.html#Is_it_possible_to_improve_video_quality_manually\" target=\"_blank\" rel=\"noopener\">reduced video quality<\/a><\/li>\n<li>users getting suddenly disconnected from the conference<\/li>\n<li>sudden conference end<\/li>\n<li>unexpected termination of TrueConf system services.<\/li>\n<\/ul>\n<p>In the support ticket you need to specify the following parameters:<\/p>\n<ol>\n<li>The exact time of reproducing the issue<\/li>\n<li><a href=\"https:\/\/trueconf.com\/blog\/wiki\/trueconf-id\" target=\"_blank\" rel=\"noopener\">TrueConf ID<\/a>s of the users who had the issue<\/li>\n<li>Conference details:\n<ul style=\"list-style-type: circle;\">\n<li>type of conference<\/li>\n<li>conference schedule<\/li>\n<li>number of invited\/connected users<\/li>\n<\/ul>\n<\/li>\n<li>How the users connect to the conference: via TrueConf client application or via WebRTC.<\/li>\n<\/ol>\n<p>In addition, you need to attach the following logs:<\/p>\n<ul>\n<li><b>Stdout.log<\/b> file and <b>svc_logs<\/b> folder from the work path directory for Windows OS, or the <b>\/opt\/trueconf\/server\/var\/log\/vcs\/svc_logs<\/b> folder for Linux OS. It contains the logs about hosted video calls and conferences.<\/li>\n<li><b>transceiver_logs <\/b>folder from the work path directory for Windows OS, or the <b>\/opt\/trueconf\/server\/var\/log\/vcs\/transceiver_logs<\/b> folder for Linux OS. It contains logs about transcoding, mixing and transmitting the media data in calls with WebRTC, SIP\/H.323\/RTSP endpoints, RTSP streaming).<\/li>\n<\/ul>\n<div class=\"marked_note marked_note--warning\">If the problem was detected when holding a distributed conference, in other words, this event was joined by the users authorized on several <a href=\"https:\/\/trueconf.com\/docs\/server\/en\/admin\/network\/#federation\" target=\"_blank\" rel=\"noopener\">federated servers<\/a>, you will need to provide <code>svc_logs<\/code> folders and <code>Stdout.log<\/code> files from each of these servers.\n<\/div>\n<h3>Problems During SIP\/H.323\/RTSP Calls<\/h3>\n<p>To identify and analyze the issues related to SIP\/H. 323\/RTSP endpoints call difficulties, you may need to install additional software called <a href=\"https:\/\/www.wireshark.org\/#download\" target=\"_blank\" rel=\"noopener\">WireShark<\/a> to capture traffic.<\/p>\n<p>Possible problems might be:<\/p>\n<ul>\n<li>SIP\/H.323\/RTSP call interruption<\/li>\n<li>inability to call<a href=\"https:\/\/trueconf.com\/blog\/knowledge-base\/polycom-sip-trueconf-server.html\" target=\"_blank\" rel=\"noopener\"> SIP\/H.323<\/a>\/RTSP endpoint<\/li>\n<li>decreased audio\/video stream quality<\/li>\n<li>interruption\/loss of audio or video stream<\/li>\n<li>inability to display content on SIP\/H.323 endpoints<\/li>\n<li>problems with SIP\/H.323 gateway.<\/li>\n<\/ul>\n<p>In this case additional TCP dumps need to be collected.<\/p>\n<p><b>Collection of TCP dumps on Windows<\/b><\/p>\n<ol>\n<li>Install Wireshark on the computer where TrueConf Server is installed.<\/li>\n<li>Run Wireshark as an administrator.<\/li>\n<li>Start capturing packets and reproduce the problem you have specified in the support ticket.<a href=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2020\/02\/image1.jpg\" data-rel=\"lightbox-gallery-Zrm5ldIh\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-14058\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2020\/02\/image1.jpg\" alt=\"wireshark\" width=\"548\" height=\"94\" loading=\"lazy\" title=\"\" srcset=\"https:\/\/trueconf.com/blog\/wp-content\/uploads\/2020\/02\/image1.jpg 548w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2020\/02\/image1-290x50.jpg 290w\" sizes=\"auto, (max-width: 548px) 100vw, 548px\" \/><\/a><\/li>\n<li>Once you\u2019ve reproduced the issue, stop capturing packets and save the file by pressing the\u00a0<b>Ctrl+Shift+S <\/b>combination.<\/li>\n<\/ol>\n<p><b>Collection of TCP dumps on Linux<\/b><\/p>\n<p>We recommend using the command-line <a href=\"https:\/\/www.tcpdump.org\/\" target=\"_blank\" rel=\"noopener\">tool <b>tcpdump<\/b><\/a> on Linux.<\/p>\n<ol>\n<li>Open the terminal (console).<\/li>\n<li>Install <b>tcpdump<\/b>. It is available right from the repository for most operating systems; for example, on Debian, you can install with this command:\n<pre class=\"lang:default decode:true \">sudo apt install tcpdump<\/pre>\n<\/li>\n<li>Run one of the following commands as the administrator to capture the network traffic:\n<ul>\n<li>coming through all network devices\n<pre class=\"lang:default decode:true \">tcpdump -i any -w \/path\/dump.pcap<\/pre>\n<p>where <code>\/path\/dump.pcap<\/code> is the name of the file where dumps will be saved and the full path to this file if it will not be saved in the current folder;<\/li>\n<li>coming through the selected network device\n<pre class=\"lang:default decode:true \">tcpdump -i eth0 -w \/path\/dump.pcap<\/pre>\n<p>where <code>eth0<\/code> is the network card name in the OS. The command <code>ip address<\/code> may be used to get the list of devices and their statuses.<\/li>\n<\/ul>\n<\/li>\n<li>While the console is still opened, press <b>Ctrl + C<\/b> to end dump collection and save dumps in the file specified above.<\/li>\n<\/ol>\n<p>When submitting a ticket, attach the following logs to the ticket:<\/p>\n<ul>\n<li><b>.pcapng<\/b> file with TCP dumps saved during the previous step (if <b>Wireshark<\/b> is used) or a <b>.pcap<\/b> file (when working with <b>tcpdump<\/b>);<\/li>\n<li><b>Stdout.log<\/b> which is located in the working directory on the Windows OS, or in the directory <code>\/opt\/trueconf\/server\/var\/log\/vcs\/<\/code> on Linux family OS;<\/li>\n<li><b>gateway.pcap<\/b> and <b>gateway.old.pcap<\/b> which are located in the working directory on Windows OS, or in the <code>\/opt\/trueconf\/server\/var\/log\/vcs\/<\/code> directory on Linux OS;<\/li>\n<li><b>svc_logs<\/b> folder from the work path directory for Windows OS, or the <code>\/opt\/trueconf\/server\/var\/log\/vcs\/svc_logs<\/code> folder for Linux OS;<\/li>\n<li><b>transceiver_logs<\/b> folder from the work path directory for Windows OS, or the <code>\/opt\/trueconf\/server\/var\/log\/vcs\/transceiver_logs<\/code> folder for Linux OS.<\/li>\n<\/ul>\n<p>Also, you need to specify:<\/p>\n<ul>\n<li>the exact time of reproducing the issue<\/li>\n<li>TrueConf ID and\/or IP address of the endpoint which you face the issue with.<\/li>\n<\/ul>\n<h3>Control panel and personal area<\/h3>\n<p>Some errors may be related to rendering of TrueConf Server web pages, for example:<\/p>\n<ul>\n<li>incorrect display of data or errors that occur when saving changes in the control panel;<\/li>\n<li>problems in the work of the personal area;<\/li>\n<li>incorrect rendering of the guest page or conference page.<\/li>\n<\/ul>\n<p>Such errors may be related to processing of API requests. Collection of .har logs may be helpful in fixing these bugs because they can show what kind of requests trigger the error. There is a built-in browser tool used for collection of .har logs: we will take Google Chrome as an example.<\/p>\n<ol>\n<li>Press <b>F12<\/b> to open the developer tools.<\/li>\n<li>Go to the <strong>Network<\/strong> tab.<\/li>\n<li>Clear the network log by clicking on the button <img decoding=\"async\" class=\"alignnone size-full wp-image-53190\" src=\"https:\/\/trueconf.ru\/blog\/wp-content\/uploads\/2023\/04\/507606_507610_common-15467-01.png\" alt=\"\" width=\"16\" height=\"16\" loading=\"lazy\" title=\"\">.<\/li>\n<li>Check the boxes <b>Preserve log<\/b> and <b>Disable cache<\/b>.<\/li>\n<li>Reproduce the steps that lead to the error.<\/li>\n<li>Right-click on any file in the list and select the option <b>Save all as HAR with content<\/b>.<\/li>\n<li>Specify the path for saving the <b>.har<\/b> archive.<\/li>\n<\/ol>\n<p>Check <a href=\"https:\/\/kb.acronis.com\/content\/58514?ckattempt=1\" target=\"_blank\" rel=\"noopener\">this guide<\/a> to learn how .har logs can be collected in other browsers.<\/p>\n<h2>Troubleshooting TrueConf Client Application<\/h2>\n<p>Possible problems are:<\/p>\n<ul>\n<li>incorrect application launch.<\/li>\n<li>instant or unplanned shutdown of the application.<\/li>\n<li>hardware compatibility issues.<\/li>\n<\/ul>\n<p>Regardless of the OS, if you submit a ticket related to TrueConf applications, you will need to provide the following information in addition to logs:<\/p>\n<ul>\n<li>The time when the problem was observed<\/li>\n<li>The steps to reproduce the problem.<\/li>\n<\/ul>\n<div class=\"marked_note\">\nIf your desktop application crashes, please send an automatically generated crash email.<\/p>\n<p>Otherwise, to collect logs, you need to complete the following steps depending on the operating system being used.\n<\/p><\/div>\n<h3>TrueConf for Windows client application<\/h3>\n<p>Get the configuration file of TrueConf client application:<\/p>\n<ol>\n<li>Run Command Prompt (<b>cmd<\/b>).<\/li>\n<li>Enter <code>\"C:\\Program Files\\TrueConf\\Client\\TrueConf.exe\" -hwtest<\/code> and press <b>Enter.<\/b><\/li>\n<li>Configuration file <b>tc_configuration.txt<\/b> will be generated in the current user folder (<code>C:\\Users\\<\/code> by default) under the path <code>\\AppData\\Local\\TrueConf\\Client<\/code>.<\/li>\n<\/ol>\n<p>Client application log files will be created automatically. You can find them in the following folder:<br \/>\n<code>C:\\Users\\&lt;username&gt;\\AppData\\Local\\TrueConf\\Client\\logs<\/code><br \/>\nTo quickly access the folder <code>C:\\Users\\&lt;username&gt;\\AppData\\Local\\<\/code> type <code>%localappdata%<\/code> in the explorer address bar and press <b>Enter<\/b>.<\/p>\n<p>Please also provide crash dumps; they can be found at the path:<\/p>\n<pre class=\"lang:default decode:true \" >C:\\Users\\&lt;username&gt;\\AppData\\Local\\TrueConf\\Client\\crashlogs<\/pre>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">In some cases, system files with memory dumps can also be useful. Therefore, please also add any files named TrueConf****.dmp from the folder:<\/p>\n<pre class=\"lang:default decode:true \" >C:\\Users\\&lt;username&gt;\\AppData\\Local\\CrashDumps<\/pre>\n<h3>TrueConf client application for macOS<\/h3>\n<div class=\"marked_note marked_note--warning\"><i>The guide below was tested on macOS Sonoma. Some steps may differ in other macOS versions, but the overall approach will remain the same.<\/i><\/div>\n<p>Get the configuration file of TrueConf client application:<\/p>\n<ol>\n<li>Open the <b>Terminal<\/b> application.<\/li>\n<li>In the opened window, paste the following command and press <strong>Enter<\/strong>:\n<pre class=\"lang:default decode:true \" >\/Applications\/TrueConf\\ Client.app\/Contents\/MacOS\/TrueConf\\ Client -hwtest<\/pre>\n<\/li>\n<li>Press the <strong>Return<\/strong> key.\n<div class=\"marked_note\">Please note that during the configuration file creation, service information will be displayed in the terminal \u2013 this is normal behavior.<\/div>\n<\/li>\n<li>To find the file <b>tc_configuration.txt<\/b>, use the Spotlight search (<b>Command-Space bar<\/b>) or the Finder search (<b>\u2318F<\/b>).<\/li>\n<\/ol>\n<p>Client application log files will be created automatically. To open the folder, take these steps:<\/p>\n<ol>\n<li>Select <strong>Go \u2192 Go to Folder<\/strong> (<b>\u21e7\u2318G<\/b>) in the Finder.<\/li>\n<li>Copy and paste the path:\n<pre class=\"lang:default decode:true \">~\/Library\/Containers\/org.trueconf.client\/Data\/Library\/Application Support\/TrueConf\/Logs\/<\/pre>\n<\/li>\n<li>Press the <strong>Return<\/strong> (<b>\u21b5<\/b>) key.<\/li>\n<\/ol>\n<p>You will also need to submit crash dumps; they can be found here:<\/p>\n<pre class=\"lang:default decode:true \" >~\/Library\/Containers\/org.trueconf.client\/Data\/Library\/Application Support\/TrueConf\/Crashlogs\/<\/pre>\n<h3>TrueConf client application for Linux<\/h3>\n<p>Get the configuration file of TrueConf client application. To do it, run <b>Terminal<\/b>, enter <strong>trueconf -hwtest<\/strong> and press <b>Enter<\/b>. Configuration file <b>tc_configuration.txt <\/b>will be created in the directory <code>~\/<\/code>.<\/p>\n<div class=\"marked_note\">Please note that during the configuration file creation, service information will be displayed in the terminal \u2013 this is normal behavior.<\/div>\n<p>Client application log files will be created automatically. You can find them in the following directory: <code>~\/.config\/trueconf\/logs<\/code><\/p>\n<p>Please note that <code>~\/.config<\/code> directory can be hidden by default and may not be displayed in the file manager. You may need to enable the display of hidden files in the file manager settings.<\/p>\n<p class=\"primary-medium-text ui-mb-sm-1 ui-mt-xs-3\">Also, please collect the following diagnostic files:<\/p>\n<ul class=\"ui-list ui-list--medium ui-mb-sm-1 ui-mt-xs-3\">\n<li class=\"ui-list__item ui-list__item--disc\">Application crash dumps. These are located at <code>~\/.config\/trueconf\/crashlogs<\/code>.<\/li>\n<li class=\"ui-list__item ui-list__item--disc\">System memory dumps. Please include any files from the following system directories that were created at the time of the application crash:\n<ul class=\"ui-list ui-list--medium ui-mb-sm-1 ui-mt-xs-3\">\n<li class=\"ui-list__item ui-list__item--disc\"><code>\/tmp\/<\/code><\/li>\n<li class=\"ui-list__item ui-list__item--disc\"><code>\/var\/lib\/systemd\/coredump\/<\/code><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>Problems with audio streams<\/h3>\n<p>If you are having problems when sending or receiving audio, you will need to check the <b>Enable diagnostic audio dump<\/b> box in the application settings to make sure that the cause of the problem could be correctly identified. If this box is activated, the working memory of the process related to audio streams will be saved in special files. This will make it much easier to identify and troubleshoot potential issues.<\/p>\n<p>This feature may be helpful in multiple cases, for example:<\/p>\n<ul>\n<li>You or the person you are talking to are hearing echo.<\/li>\n<li>Some phrases cannot be heard due to interruptions.<\/li>\n<li>Audio and video are not synced.<\/li>\n<li>Stuttering can be observed.<\/li>\n<li>No audio is sent even though the speaker and microphone are turned on.<\/li>\n<\/ul>\n<div class=\"marked_note marked_note--warning\">Audio dumps will start to be generated right after the activation of this feature. This feature is available for client applications starting from version 8.2.<\/div>\n<p><a href=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/01\/audio-dumps-settings-en-1.png\" data-rel=\"lightbox-gallery-Zrm5ldIh\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"aligncenter size-large wp-image-23192\" style=\"border: 1px solid #D1CCCC;\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/01\/audio-dumps-settings-en-1-1024x674.png\" alt=\"\" width=\"1024\" height=\"674\" loading=\"lazy\" title=\"\" srcset=\"https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/01\/audio-dumps-settings-en-1-1024x674.png 1024w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/01\/audio-dumps-settings-en-1-690x454.png 690w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/01\/audio-dumps-settings-en-1-768x505.png 768w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/01\/audio-dumps-settings-en-1-307x202.png 307w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/01\/audio-dumps-settings-en-1.png 1457w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/p>\n<p>Memory dump files will be saved to:<\/p>\n<ul>\n<li>Windows \u2013 in the current user folder (by default <code>C:\\Users\\<\/code>) under the path <code>\\AppData\\Local\\TrueConf\\Client<\/code><\/li>\n<li>Linux distros \u2013 in the directory <code>~\/.config\/trueconf\/logs<\/code><\/li>\n<li>macOS \u2013 in the folder <code>Users\/\/Library\/Containers\/org.trueconf.client\/Data\/<\/code>.<\/li>\n<\/ul>\n<p>These files will have the <b>.pcm<\/b> extension. Besides, the <b>.log<\/b> file will be added to this folder; it will include detailed logs related to the work of audio devices.<\/p>\n<p>If the audio problem occurs on a regular basis, you need to collect more detailed dump files. To do it, <a href=\"https:\/\/trueconf.com\/blog\/knowledge-base\/launch-trueconf-client-applications-via-command-line-parameters.html\" target=\"_blank\" rel=\"noopener\">run the application with this parameter<\/a> <code>--log=1<\/code> and activate the checkbox <strong>Enable diagnostic audio dump<\/strong>. Use the application up until the moment when the problem is reproduced and attach <b>.pcm<\/b> and <b>.log<\/b> files to your request.<\/p>\n<h3>Problems with video file streaming<\/h3>\n<p>If you are having some difficulties when streaming a video file to a conference, you will have to attach the corresponding logs to technical support. On Windows, video streaming logs are stored by default in the current user folder (<b>C:\\Users\\<\/b>) at the path:<\/p>\n<p><code>\\AppData\\Local\\TrueConf\\Client\\winExtensionsUWPlogs<\/code><\/p>\n<div class=\"marked_note marked_note--warning\">At the moment, applications for other operating systems do not support generation of video streaming logs.<\/div>\n<p>When submitting a ticket to technical support, please provide the archive of the folder mentioned above.<\/p>\n<h2>TrueConf MCU<\/h2>\n<p>To download the archive with all system logs, click on the <b>Administration<\/b> tab in the TrueConf MCU control panel and select the <b>Import\/Export<\/b> option. Next, go to the <a href=\"https:\/\/trueconf.com\/docs\/mcu\/en\/administration#logs-export\" target=\"_blank\" rel=\"noopener\">Server Logs<\/a> tab and click the <b>Export<\/b> button. In the pop-up window, select the folder where the archive should be saved.<\/p>\n<p>Additionally, when contacting technical support, you need to specify:<\/p>\n<ul>\n<li>Whether the MCU is registered on the SIP server or the H.323 gatekeeper.<\/li>\n<li>The protocol used in the call.<\/li>\n<li>In which direction the call was being made when you were collecting the information.<\/li>\n<li>Bitrate.<\/li>\n<li>The models and IP addresses of the devices used in the call.<\/li>\n<\/ul>\n<h2>TrueConf Room<\/h2>\n<p>TrueConf Room creates log files automatically in the following folder:<\/p>\n<ul>\n<li>Windows <code>C:\\Users\\&lt;username&gt;\\AppData\\Local\\TrueConf\\Room\\logs<\/code><\/li>\n<li>Linux <code>\/home\/$USER\/.config\/trueconf\/room\/logs<\/code><\/li>\n<\/ul>\n<p>In the case of a program crash, additional logs are created. You can find them by following the path:<\/p>\n<ul>\n<li>Windows <code>C:\\Users\\&lt;username&gt;\\AppData\\Local\\TrueConf\\Room\\crashlogs<\/code><\/li>\n<li>Linux <code>\/home\/$USER\/.config\/trueconf\/room\/crashlogs<\/code><\/li>\n<\/ul>\n<h2>TrueConf Group<\/h2>\n<p>You can download the console and traffic logs of your TrueConf Group endpoint via its <a href=\"https:\/\/trueconf.com\/docs\/group\/en\/control-panel-settings\/\" target=\"_blank\" rel=\"noopener\">web interface<\/a>.<\/p>\n<p>To collect console logs:<\/p>\n<ol>\n<li aria-level=\"1\">Restart the endpoint to remove unnecessary information from the log files.<\/li>\n<li aria-level=\"1\">Reproduce the issue in question.<\/li>\n<li aria-level=\"1\">Click the <strong>Settings<\/strong> button in the upper right corner of the web interface and select <strong>Diagnostics<\/strong> in the left sidebar.<\/li>\n<li aria-level=\"1\">In the <strong>System log<\/strong> subsection, save the <b>syslog<\/b>, <b>user.log<\/b>, and <b>vita.log<\/b> files using the browser context menu.<\/li>\n<\/ol>\n<p><a href=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2020\/06\/image4.png\" data-rel=\"lightbox-gallery-Zrm5ldIh\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"aligncenter size-medium wp-image-17007\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2020\/06\/image4-690x237.png\" alt=\"\" width=\"690\" height=\"237\" loading=\"lazy\" title=\"\" srcset=\"https:\/\/trueconf.com/blog\/wp-content\/uploads\/2020\/06\/image4-690x237.png 690w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2020\/06\/image4-290x99.png 290w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2020\/06\/image4.png 700w\" sizes=\"auto, (max-width: 690px) 100vw, 690px\" \/><\/a><br \/>\nYou can start traffic capturing on the same page below:<\/p>\n<ol>\n<li aria-level=\"1\">In the <strong>Network log<\/strong> subsection, press the <strong>Start<\/strong> button.<\/li>\n<li aria-level=\"1\">Call the required user from your endpoint, or answer the call.<\/li>\n<li aria-level=\"1\">When the call ends, click the <strong>Stop<\/strong> button.<\/li>\n<\/ol>\n<p><a href=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2020\/06\/image5.png\" data-rel=\"lightbox-gallery-Zrm5ldIh\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"aligncenter size-medium wp-image-17008\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2020\/06\/image5-690x392.png\" alt=\"\" width=\"690\" height=\"392\" loading=\"lazy\" title=\"\" srcset=\"https:\/\/trueconf.com/blog\/wp-content\/uploads\/2020\/06\/image5-690x392.png 690w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2020\/06\/image5-768x436.png 768w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2020\/06\/image5-290x165.png 290w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2020\/06\/image5.png 850w\" sizes=\"auto, (max-width: 690px) 100vw, 690px\" \/><\/a><\/p>\n<div class=\"marked_note marked_note--danger\">\n<p>For correct collection of traffic logs, the capturing should be started before the call, and stopped after the disconnection.<\/p>\n<\/div>\n<p>Download the logs by clicking the <img decoding=\"async\" class=\"alignnone wp-image-17009 size-full\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2020\/06\/image1.png\" alt=\"\" width=\"28\" height=\"24\" loading=\"lazy\" title=\"\"> 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 <strong>Download selected traffic captures<\/strong> button.<\/p>\n<p>In addition, when submitting a request to the technical support department, you need to specify:<\/p>\n<ul>\n<li aria-level=\"1\">Whether the endpoint is registered on TrueConf Server or MCU.<\/li>\n<li aria-level=\"1\">The protocol used during the call.<\/li>\n<li aria-level=\"1\">In which direction the call was being made when you were collecting the information.<\/li>\n<li aria-level=\"1\">Bitrate.<\/li>\n<li aria-level=\"1\">Models and IP addresses of the devices used in the call.<\/li>\n<\/ul>\n<h2>TrueConf Kiosk<\/h2>\n<p>TrueConf Kiosk also automatically creates log files after every launch.<\/p>\n<p>The path for the log storage:<br \/>\n<code>C:\\Users\\&lt;username&gt;\\AppData\\Roaming\\TrueConf\\TrueConf SDK for Windows<\/code><\/p>\n<h2>TrueConf Tracker<\/h2>\n<p>To generate the log file during TrueConf Tracker operation,\u00a0 complete the following steps:<\/p>\n<ol>\n<li>Launch TrueConf Tracker.<\/li>\n<li>In a toolbar choose <strong>Tools &#8211; Show log<\/strong><b>.<\/b><\/li>\n<li>Reproduce the issue.<\/li>\n<li>After reproducing the issue, press <strong>Save<\/strong> and choose the folder to save the file.<\/li>\n<\/ol>\n<h2>TrueConf for Android<\/h2>\n<p>In the Android application logs are collected automatically during operation. If you want to download these logs or send them directly to our technical support, please take these steps:<\/p>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol>\n<li>Tap on the button <img decoding=\"async\" class=\"alignnone size-full wp-image-28529\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/06\/10.png\" alt=\"\" width=\"35\" height=\"34\" loading=\"lazy\" title=\"\"> to open the main menu.<\/li>\n<li>Select the <strong>Settings<\/strong> option in the menu.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p><a href=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/06\/en_and.jpg\" data-rel=\"lightbox-gallery-Zrm5ldIh\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"aligncenter size-medium wp-image-28526\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/06\/en_and-507x470.jpg\" alt=\"\" width=\"507\" height=\"470\" loading=\"lazy\" title=\"\" srcset=\"https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/06\/en_and-507x470.jpg 507w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/06\/en_and-1024x950.jpg 1024w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/06\/en_and-768x713.jpg 768w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/06\/en_and-218x202.jpg 218w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/06\/en_and.jpg 1220w\" sizes=\"auto, (max-width: 507px) 100vw, 507px\" \/><\/a><\/p>\n<ol>\n<li>Go to the <strong>Advanced mode<\/strong> section which is at the end of the list and tap on the <strong>More<\/strong> button.<\/li>\n<li>Scroll down to the <strong>System log<\/strong> option.<\/li>\n<li>To analyze audio-related problems, check the <strong>Echo debug<\/strong> box. In this case, echo suppression logs will be added to the main report.<\/li>\n<li>Tap the button <strong>Collecting logs<\/strong>.<\/li>\n<li>Select the required option in the pop-up menu: you may either save logs to the smartphone storage (<strong>Save<\/strong>) so that they could be sent later. You can also send them right away by using recommended methods (<strong>Send<\/strong>).<\/li>\n<\/ol>\n<h2>TrueConf for iOS\/iPadOS<\/h2>\n<h3><b>Sending application logs<\/b><\/h3>\n<ol>\n<li>Open the TrueConf application on your device.<\/li>\n<li>Go to the <strong>Options \u2192 About<\/strong> section.<\/li>\n<li>Tap on the <strong>Share log file<\/strong> button.<\/li>\n<li>Select the mail client available on your device, e.g. <a href=\"https:\/\/apps.apple.com\/us\/app\/mail\/id1108187098\" target=\"_blank\" rel=\"noopener\"><b>Mail<\/b><\/a> or <a href=\"https:\/\/apps.apple.com\/us\/app\/gmail-email-by-google\/id422689480\" target=\"_blank\" rel=\"noopener\"><b>Gmail<\/b><\/a>.<\/li>\n<li>Describe the steps that led to the problem and send a request to <a href=\"mailto:crash@trueconf.com\">crash@trueconf.com<\/a>.<\/li>\n<\/ol>\n<div class=\"marked_note marked_note--warning\">Application log collection is unavailable for guest connections when a user participates in an event without authorization on the video conferencing server.<\/div>\n<h3><b>Sending crash logs<\/b><\/h3>\n<p>To send this type of logs, you need to make your application crash. To do it, reproduce the steps that lead to the problem. Next, send the crash logs.<\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Go to <\/span><strong>Settings\u2192\u00a0 Privacy\u2192 Analytics &amp; Improvements\u2192 Analytics Data<\/strong>.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Enter <code>trueconf<\/code> in the search field. The list will be updated. The names of crash log files will be formatted in this way: <b>TrueConf-date-time.ips<\/b>, for example:\n<pre class=\"lang:default decode:true\">TrueConf-2022-11-24-205948.ips<\/pre>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Select the file and tap on the button <a href=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2022\/07\/share-button-ios.png\" data-rel=\"lightbox-gallery-Zrm5ldIh\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\" wp-image-23124 alignnone\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2022\/07\/share-button-ios.png\" alt=\"\" width=\"32\" height=\"32\" loading=\"lazy\" title=\"\"><\/a>\u00a0<\/span> <span style=\"font-weight: 400;\">in the upper right corner of the screen. <\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Describe the steps that lead to the problem and send your request to <\/span><a href=\"mailto:crash@trueconf.com\"><span style=\"font-weight: 400;\">crash@trueconf.com<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">To make sure that the logs are sent automatically, take the following steps:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Go to the <\/span><strong>Settings\u2192 Privacy \u2192 Analytics &amp; Improvements<\/strong><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Activate the switcher <strong>Share iPhone Analytics<\/strong> (may also be called <strong>Share iPhone &amp; Watch Analytics<\/strong>).<\/li>\n<\/ol>\n<h2>TrueConf Email Plugin Logs for Microsoft Outlook<\/h2>\n<h3>Desktop Plugin<\/h3>\n<p>TrueConf has its own plugin for integration with the <b>Microsoft Outlook<\/b> mail service. One of the usage options is to install the desktop version from an <b>msi-package<\/b>. You can find more information about the installation process of the add-in in the related <a href=\"https:\/\/trueconf.com\/blog\/knowledge-base\/how-outlook-users-can-install-trueconf-add-on.html\" target=\"_blank\" rel=\"noopener\">article<\/a>. In case of issues with the plugin, please contact our <a href=\"https:\/\/trueconf.com\/support.html\" target=\"_blank\" rel=\"noopener\">technical support<\/a>. You will need to provide log files, which are located at the following path:<\/p>\n<pre class=\"lang:default decode:true\">C:\\Users\\%USERNAME%\\AppData\\Local\\TrueConf\\OutlookAddIn<\/pre>\n<h3>Web plugin in corporate Microsoft Outlook licenses<\/h3>\n<p>In addition to the desktop version of the plugin, you can connect the web version directly from <b>Microsoft Outlook<\/b>. Read more about setting up this plugin in this <a href=\"https:\/\/trueconf.com\/blog\/knowledge-base\/how-outlook-users-can-install-trueconf-add-on.html#Installing_the_web_version_of_the_add-on\" target=\"_blank\" rel=\"noopener\">article<\/a>. Plugins in <b>Outlook<\/b> from the <a href=\"https:\/\/learn.microsoft.com\/en-us\/office\/dev\/add-ins\/concepts\/browsers-used-by-office-web-add-ins#perpetual-versions-of-office-on-windows\" target=\"_blank\" rel=\"noopener\">corporate licenses<\/a> of <b>Microsoft Office 2016<\/b> and <b>2019<\/b> operate using <a href=\"https:\/\/learn.microsoft.com\/en-us\/office\/dev\/add-ins\/concepts\/browsers-used-by-office-web-add-ins\" target=\"_blank\" rel=\"noopener\">Trident+ (Internet Explorer 11 engine)<\/a>. Log files for this type of plugin are collected using developer tools <b>F12<\/b>:<\/p>\n<ol>\n<li>Launch <b>Microsoft Outlook<\/b> and go to the calendar to create meetings.<\/li>\n<li>In the meeting menu, launch the <strong>TrueConf plugin<\/strong>.<\/li>\n<li>Open the <b>IEChooser.exe<\/b> application located at <code>C:\\Windows\\SysWOW64\\F12<\/code>.<\/li>\n<li>Select <strong>TrueConf Outlook Web Plugin<\/strong>.<a href=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/06\/iechooser_en.png\" data-rel=\"lightbox-gallery-Zrm5ldIh\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-30648\" style=\"border: 1px solid #D1CCCC;\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/06\/iechooser_en.png\" alt=\"\" width=\"528\" height=\"340\" loading=\"lazy\" title=\"\" srcset=\"https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/06\/iechooser_en.png 528w, https:\/\/trueconf.com/blog\/wp-content\/uploads\/2023\/06\/iechooser_en-314x202.png 314w\" sizes=\"auto, (max-width: 528px) 100vw, 528px\" \/><\/a><\/li>\n<li>Go to the <strong>Network<\/strong> tab.<\/li>\n<li>Clear the session and cache by clicking <img decoding=\"async\" class=\"alignnone wp-image-30649 size-full\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/06\/session.png\" alt=\"\" width=\"28\" height=\"27\" loading=\"lazy\" title=\"\"> and <img decoding=\"async\" class=\"alignnone wp-image-30646 size-full\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/06\/cash.png\" alt=\"\" width=\"33\" height=\"30\" loading=\"lazy\" title=\"\"> buttons respectively.<\/li>\n<li>Reproduce the conditions under which the problem occurs.<\/li>\n<li>Stop the profiling session by clicking the <img decoding=\"async\" class=\"alignnone wp-image-30650 size-full\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/06\/stop.png\" alt=\"\" width=\"32\" height=\"29\" loading=\"lazy\" title=\"\"> button.<\/li>\n<li>Save the <b>.har<\/b> archive.<\/li>\n<\/ol>\n<h3>Web plugin in user versions of Microsoft Outlook<\/h3>\n<p>The web version of the plugin on retail <b>Microsoft Outlook<\/b>, as well as in corporate versions of <b>Office 2021<\/b>, operates using <b>WebView2<\/b> (Microsoft Edge Chromium). Log files for this type of plugin are collected as follows:<\/p>\n<ol>\n<li>Launch <b>Microsoft Outlook<\/b> and go to the calendar to create meetings.<\/li>\n<li>In the meeting menu, launch the <strong>TrueConf<\/strong> plugin.<\/li>\n<li>Right-click on the area with the TrueConf add-in and select the <strong>Inspect<\/strong> option.<\/li>\n<li>The developer tools will open, switch to the <strong>Network<\/strong> tab.<\/li>\n<li>Clear the network log by clicking the <img decoding=\"async\" class=\"alignnone wp-image-30647 size-full\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/06\/clear.png\" alt=\"\" width=\"28\" height=\"27\" loading=\"lazy\" title=\"\"> button and check the <strong>Preserve log<\/strong> checkbox.<\/li>\n<li>Reproduce the conditions under which the issue occurs.<\/li>\n<li>Stop the session by clicking the <img decoding=\"async\" class=\"alignnone wp-image-30651 size-full\" src=\"https:\/\/trueconf.com\/blog\/wp-content\/uploads\/2023\/06\/stop2.png\" alt=\"\" width=\"28\" height=\"22\" loading=\"lazy\" title=\"\"> button.<\/li>\n<li>Save the <b>.har<\/b> archive.<\/li>\n<\/ol>\n<p>Now, if you encounter issues with the web version of the plugin, you can send a corresponding <b>.har<\/b> archive to the <a href=\"https:\/\/trueconf.com\/support.html\" target=\"_blank\" rel=\"noopener\">technical support center<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":45,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":true,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[260],"tags":[231],"class_list":["post-14057","post","type-post","status-publish","format-standard","hentry","category-knowledge-base","tag-troubleshooting","wpautop"],"_links":{"self":[{"href":"https:\/\/trueconf.com/blog\/wp-json\/wp\/v2\/posts\/14057","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/trueconf.com/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/trueconf.com/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/trueconf.com/blog\/wp-json\/wp\/v2\/users\/45"}],"replies":[{"embeddable":true,"href":"https:\/\/trueconf.com/blog\/wp-json\/wp\/v2\/comments?post=14057"}],"version-history":[{"count":79,"href":"https:\/\/trueconf.com/blog\/wp-json\/wp\/v2\/posts\/14057\/revisions"}],"predecessor-version":[{"id":41539,"href":"https:\/\/trueconf.com/blog\/wp-json\/wp\/v2\/posts\/14057\/revisions\/41539"}],"wp:attachment":[{"href":"https:\/\/trueconf.com/blog\/wp-json\/wp\/v2\/media?parent=14057"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/trueconf.com/blog\/wp-json\/wp\/v2\/categories?post=14057"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/trueconf.com/blog\/wp-json\/wp\/v2\/tags?post=14057"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}