HELP FILE

How do I 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 our Customer Care team analyze, troubleshoot, and debug any problems you may encounter.

    Collect from the classic GoTo Meetingdesktop app

    1. Select the Daisy icon in the system tray (Windows) or lower dock (Mac), or select Help > Menu in the upper toolbar (Mac).
    2. Select Save Logs.
    3. This will launch the Explorer (Windows) or Finder (Mac) window.
    4. Find and open the zipped log file for the desired session and email away!

    Collect from the GoTo desktop app

    1. In the upper toolbar, select Help > > Troubleshooting > Open Log Folder...
    2. This will launch the Explorer (Windows) or Finder (Mac) window.
    3. Find and open the desired log file, and then email away!

    Collect logs from a Google Chrome browser

    There are several types of logs from the Web App you can collect:
    • Console logs monitor what happens in your computer's Chrome browser.
    • Network logs monitor what happens in your network.
    • WebRTC Internals monitor the audio, video and other real-time communication features.
    • Collect console logs.
      1. Open a Google Chrome browser window and go to https://app.goto.com/meeting.
      2. Right-click anywhere on the page and click Inspect. This will open Chrome Developer tools on the right side of the screen.
      3. Select the Console tab, then Settings icon > Preserve Log.
      4. Right-click anywhere in the Developer tools and select Save as.
      5. The logs will be located in the folder you choose as a .log file type.
    • Collect network logs.
      1. Select the Network tab, 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.
    • Collect WebRTC logs.
      1. Open a Google Chrome browser window and type chrome://webrtc-internals in the address bar. 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.