Windows

Note: If you can't see the AppData folder, you may have to set Windows to show hidden folders.

• Temporary files are saved in the following folder of your computer:

  C:\Users\<username>\AppData\Local\GoTo Resolve Applet\LMIxxxxx.tmp\

  where xxxxx is an incremental number. Search for the latest folder by date and time.

• You can locate the log files, identifiable by the “.log” extension, in the following subfolders:
  • The appdata subfolder contains the logs for the Applet process.
  • The Logs subfolder contains the logs for the File Manager, VoIP, and media.
• Crash-dump files with a .dmp extension are saved to the C:\Users\<username>\AppData\Local\GoTo Resolve Applet\LMIxxxxx.tmp\appdata\*CrashReportDB folder, where * marks the application module that had an error.

Note: Make sure to save a copy of the log files during an active session. All applet files are removed automatically once the session ends. Zip and send the ‘appdata’ and ‘Logs’ folders with the report. Exclude the large binary files in the LMIxxxxx.tmp folder. We only need the .log and .dmp files (if any).

Mac

Note: The private folder on macOS is hidden by default. Open Finder and press the “Command + Shift + .” (Dot) keys simultaneously to toggle the visibility of hidden folders.

• Temporary files are saved in the following folder of your computer:

  /private/var/tmp/GoTo Resolve Applet - XXXX/

  where xxxxx is a random sequence of numbers and letters. Search for the latest folder by date and time.

• You can locate the log files, identifiable by the “.log” extension, in the following subfolders:
  • The /appdata subfolder contains the logs for the Applet process.
  • The /Logs subfolder contains the logs for the File Manager, VoIP, and media.
• Crash-dump files with a .dmp extension are saved to the /private/var/tmp/GoTo Resolve Applet - XXXX/appdata/*CrashReportDB folder, where * marks the application module that had an error.

Note: Make sure to save a copy of the log files during an active session. All applet files are removed automatically once the session ends. Zip and send the ‘appdata’ and ‘Logs’ folders with the report. Exclude the large binary files in the LMIxxxxx.tmp folder. We only need the .log and .dmp files (if any).

Windows

Note: If you can't see the AppData folder, you may have to set Windows to show hidden folders.

• The files are saved in the following folder of your computer:

  C:\Program Files (x86)\GoTo Resolve Unattended\XXXXXXXXX\

  where XXXXXXXXX is the company ID of the given user.

• You can locate the log files, identifiable by the “.log” extension, in the following subfolders:
  • The appdata subfolder contains the logs for the Applet process.
  • The Logs subfolder contains the logs for the File Manager, VoIP, and media.
  • \externalmodules\AlertsModule\<versionnumber>\logs
  • \externalmodules\ZtnaModule\<versionnumber>\log
• Crash-dump files with a .dmp extension are saved to the C:\Program Files (x86)\GoTo Resolve Unattended\XXXXXXXXX\appdata\*CrashReportDB folder, where * marks the application module that had an error.
• Installer log files are saved to the C:\Users\<username>\AppData\Local\GoTo Resolve Installer\GoToXXXX.tmp folder.

Note: Make sure to save a copy of the log files during an active session. All applet files are removed automatically once the session ends. Zip and send the ‘appdata’ and ‘Logs’ folders with the report. Exclude the large binary files in the XXXXXXXXX folder. We only need the .log and .dmp files (if any).

Mac

• The files are saved in the /Library/Application Support/GoToResolveUnattended/XXXXXXXXXX/ folder, where XXXXXXXXX is the company ID of the given user.
• You can locate the log files, identifiable by the “.log” extension, in the following subfolders:
  • The /appdata subfolder contains the logs for the Applet process.
  • The /Logs subfolder contains the logs for the File Manager, VoIP, and media.
• Crash-dump files are saved to the /Library/Application Support/GoToResolveUnattended/XXXXXXXXXX/appdata/*CrashReportDB folder, where * marks the application module that had an error.
• When an unattended installation is done from .app, the unattended install log (GoToResolveUnattendedInstaller.log) is saved to the {home}/.logmein/rescueassist/unattended_installer/XXXXXXXXXX/ folder.
  Note: The .logmein folder on macOS is hidden by default. Open Finder and press the “Command + Shift + .” (Dot) keys simultaneously to toggle the visibility of hidden folders.

Windows

• Desktop Console logs are saved in the C:\Users\<username>\AppData\Local\GoTo\GoTo Resolve Desktop Console\Logs folder.
• Crash-dump files with a .dmp extension are saved to the C:\Users\<username>\AppData\Local\GoTo\GoTo Resolve Desktop Console\CrashReportDB folder.

Mac

• Desktop Console logs are saved in the /Users/<username>/Library/Preferences/GoTo/GoTo Resolve Desktop Console/Logs folder.
• Crash-dump files with a .dmp extension are saved to the /Users/<username>/Library/Preferences/GoTo/GoTo Resolve Desktop Console/CrashReportDB folder.

You can grab logs in an ongoing session:

1. On the agent side, enter /diag logupload in the chat of the ongoing session.
2. The logs from the remote machine will be uploaded from the remote machine to the local machine’s download folder.
3. Save the files.

You can get error logs from the browser while you are on the web experiencing the issue:

1. In Google Chrome, to the right of the address bar, click .
2. Select More tools > Developer tools.

   The Developer tools window opens.

3. Go to the Console tab.
4. Press F5 to refresh the page.
5. Copy any errors you see there.

In the rare occasion that HAR logs are necessary, follow these steps in Google Chrome:

1. While you have the Developer tools window open, go to the Network tab.
2. Select the Preserve Log check box.
3. Click Clear.
   
4. Leave the console open, and reproduce the issue.
5. After you have reproduced the issue, right-click on any line and select Save all as HAR with content.
6. Name and save the file.