Server and Desktop Management Software

Using Screenshots for resolving Configuration Issues

When you report an issue, it is recommended that you attach a screenshot of the issue you are facing. For example, you can attach the screenshot of an error message or the screenshot of the client console where you experiencing the issue. For issues related to failed configurations, it is recommended to attach the screenshots of both the details of the configuration as well as the details of the status of the failed configuration.

Accessing Details of a Configuration

To access the details of a configuration, follow the steps given below:

1. Click the Configurations tab
2. Click the required configuration

You have accessed the details of a configuration. Take a screenshot of this page.

Accessing Details of the Status of a Failed Configuration

1. Click the Configurations tab
2. In the Status column, against the required configuration, click the status

You have accessed the details of the status of a configuration. Take a screenshot of this page.

Sending the Desktop Central Log Files

There are two ways of sending log files from Desktop Central. You can send them in the following ways:

• Sending them directly from the client console
• Uploading them manually

Sending Log Files From the Client Console

You can send us log files from the client console of Desktop Central. To send the log files from the client console, follow the steps given below:

1. Click the Support tab
2. In the Contact Us section, click Create Support File
3. Enter the following information in the fields provided:
   • Your e-mail ID
   • Description of the issue you are facing
4. Check the Include Client Computer's Agent Log Files checkbox
5. Select the required computers

Note: If you want to upload log files from a remote computer and the machine is not reachable, you will have to upload the log files manually from that remote computer.

6. Click Send Support File

Note: The time taken to create and upload log files depends on the size of the file. If the size of your log file is big, you can upload the log files manually.

Uploading Logs Manually

While it is easier to send log files from the Desktop Central console, some log files cannot be attached like remote control viewer log files, distribution server log files or log files of computers that are offline. In such cases, you can manually zip the required log files and send it to us. Depending on your convenience and the size of the log files, you can either upload the logs using the HTTP mode or the FTP mode.

Sending Log Files Using the HTTP Mode

Use this option for files whose size is less than 100 MB. To send log files using the HTTP mode, follow the steps given below:

1. Zip the required log files
2. From a browser, connect to http://bonitas.zohocorp.com/upload/index.jsp?to=desktopcentral-support@manageengine.com
3. In the Send to list, click Desktop Central
4. In the fields provided, enter the following information:
   • Your e-mail address
   • Description of the issue
5. Browse and select the required, zipped, log files
6. Click Upload

Sending Log Files Using the FTP Mode

Use this option for files whose size is more than 100 MB. To send log files using the FTP mode, follow the steps given below:

1. Click start>Run
2. Enter cmd
3. Change the directory to the location where you have saved the zip file. For example, C:\Program Files\Desktop_Central_Server
4. Enter ftp<space>ftp.zohocorp.com
5. Click Enter
6. Specify the username as anonymous and password as your <email id>.
7. Click Enter
8. Change directory to pub (cd<space>pub)
9. Click Enter
10. Enter put <filename>
11. Click Enter

Note: When you send the logs using the FTP mode, the support team is not notified. Send an e-mail message to the support team at desktopcentral-support@manageengine.com, mentioning the details of the issue along with the name of the file that you have uploaded.