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Collect logs

Logging can be helpful when you run into any issues because they note and capture information on how you use the app. You can learn how to create and collect log files to help us analyze, troubleshoot, and debug any problems you may encounter while using our app.

Collect from the GoTo desktop app

  1. Sign in to the GoTo desktop app.
  2. In the top menu, select Help > Troubleshooting > Open Log Folder....

    Result: A log file downloads to your computer.

  3. Open the file from your download folder (or whatever folder your system is set to save downloads to) and compress the file:
    • If you are on a windows, select GoTo, then right-click logs and select Send to > Compressed (zipped) folder.
    • If you are on a mac, right-click the goto.log file and select Compress.
What to do next: Review yourself or select Contact Support to email the zipped logs to our support team for help as needed.

Contact support

Collect logs from a Google Chrome browser

We recommend using the desktop app as it is much easier to collect logs from there. However, you can collect logs from the browser experience as well, you just need to do so before ending the session and closing the browser. There are a few types of logs you can collect while on the browser:
  • Console logs — These monitor what happens on your computer's Chrome browser.
  • Network logs — These monitor what happens in your network.
  • WebRTC Internals — These monitor the audio, video and other real-time communication features.

Console & Network Logs

  1. From a Google Chrome browser window, go to https://app.goto.com/meeting.
  2. Right-click anywhere on the page and select Inspect.

    Result: This will open Chrome Developer tools on the right side of the screen.

  3. For Console Logs:
    1. Select Console > Settings > Preserve Log.
    2. Right-click anywhere in the Developer tools and select Save as.
    3. The logs will be located in the folder you choose as a .log file type.
  4. For Network Logs:
    1. Select Network and then enable Preserve log.
    2. Right-click anywhere in the Developer tools windows, and select Save as HAR with content.
    3. The logs will be located in the folder you choose as a .har file type.
What to do next: Review yourself or select Contact Support to email the zipped logs to our support team for help as needed.

Contact support

WebRTC Logs

  1. From a Google Chrome browser window, type chrome://webrtc-internals. If you have a meeting running in another browser tab, you will see a second tab in the WebRTC-internals screen related to that session.
  2. Select Create Dump to retrieve logs and audio samples.
    • Enable diagnostic audio records will save audio files to your computer which can then be used to capture any audio issues that you may have encountered.
    • Enable diagnostic packet and event recordings will record any events that occurred.
  3. If you're running a meeting, open that tab and repeat the steps that produced the issues you encountered and wish to get logs for, then select Download the PeerConnection updates and stats data.
    Important: Make sure to disable the two options after you are done recreating the issue and retrieving the logs.

  4. The logs will be located in the folder you choose.
What to do next: Review yourself or select Contact Support to email the zipped logs to our support team for help as needed.

Contact support

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