How to send log files to the Desktop Central support team?

Description

When you face issues while working with Desktop Central, it is mandatory for our experts to refer to your logs to resolve the issues you are facing. To provide an appropriate solution for your issue, you must send us log files along with a description of the issue and screenshots, depending on the issue.

List of Desktop Central Log Files and their Locations

The following table gives you a list of Desktop Central logs along with the location of each log:

Log File Types	Computer	Location of the Log Files	Upload Type
Server	The computer where the Desktop Central Server is installed.	<Install_Dir>\DesktopCentral_Server\logs Note: <Install_Dir> refers to the directory where the Desktop Central server is installed.	From the console or Manually
Agent	The computer to which you are trying to deploy a configuration.	Windows Agent <Installation_Directory>\DesktopCentral_Agent\logs For example, C:\Program Files\DesktopCentral_Agent\logs Mac Agent Navigate to the path, /Library/DesktopCentral_Agent/logs/	Windows Agent logs- From the console or Manually Mac Agent logs - From the console or Manually
Patch Management or Software Deployment	The computer to which you are trying to deploy a configuration.	%temp%\dcmsghandler.log [User Temp]. Note: This log is required only if you have issues in getting the progress of installation or while using the reboot policy.	Manually
System Tools	The computer for which you have scheduled a task.	%temp%\dcagentsettings.log. This is located in the User Temp folder of the user who is facing the issue. Ensure that you are logged in as the user specified in the Run As option under Tools. For example, C:\Documents and Settings\<user_name>\Local Settings\Temp\dcagentsettings.log. Note: You must also send us operation-specific log files. For example, for the Disk Cleanup operation, you will find the relevant logs at, C:\Program Files\DesktopCentral_Agent\Tools_logs\cleaning.exe	Manually
Remote Control	The computer from where you are taking control of a remote computer (viewer computer).	<Installation_Directory>\DesktopCentral_Viewer\log\LogFile.log. For example, C:\Program Files\DesktopCentral_Viewer\log\LogFile.log  %temp%\LogFile.log. This is located in the User Temp folder of the user who is facing the issue. Note: Ensure that you include the server and agent-related log files. Refer to the Server and Agent log file types in this table.	Manually
	The remote computer that you are trying to take control of	<Installation_Directory>\DesktopCentral_Agent\rds\log\LogFile.log. For example, C:\Program Files\DesktopCentral_Agent\rds\log\LogFile.log	Manually
File Transfer	The computer from where you are taking control of a remote computer (viewer computer).	<Installation_Directory>\DesktopCentral_Viewer\log\FileTransfer.log. for example, C:\Program Files\DesktopCentral_Viewer\log\FileTransfer.log	Manually
	The remote computer that you are trying to take control of, to transfer files from or to it.	<Installation_Directory>\DesktopCentral_Agent\rds\log\FileTransfer.log. For example, C:\Program Files\DesktopCentral_Agent\rds\log\FileTransfer.log	Manually
Distribution Server	The computer where the distrubution server is installed.	<Installation_Directory>\ DesktopCentral_DistributionServer\ logs. For example, C:\Program Files\ DesktopCentral_DistributionServer\ logs	Manually
Agent Tray Icon	The computer where the Desktop Central agent is installed.	%temp%\Agenttrayicon.log Note: This is located in the User Temp folder of the user who is facing the issue.	Manually
Event Viewer	The computer where the Desktop Central agent is installed.	You are required to save, zip and upload the application log files and the System log files. Saving Application Log Files To access and save the application log files, follow the steps given below: Click start>Run Enter eventvwr Click OK Right-click Application Click Save Log File As Enter a file name In the Save as type section, select either of the following: Text (Tab delimited)(*.txt) CSV (Comma delimited)(*.csv) Click Save You have saved the application log files. Saving System Log Files To access and save the system log files, follow the steps given below: Click start>Run Enter eventvwr Click OK Right-click System Click Save Log File As Enter a file name Click Save You have saved the system log files.	Manually
ServiceDesk Plus	The computer where the ServiceDesk Plus server is installed.	<SDP Server Home>\server\default\log. Note: You can also obtain the error log files from the Support tab by clicking on the Support File link in the ServiceDesk Plus Web console.	Manually

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 for Windows Agents

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.

Uploading Log Files Manually for Mac Agent

Mac agent logs need to uploaded manually. You can manually zip the required log files and send it to us. Follow the steps mentioned below, to upload the Mac agent logs.

How to Zip Log files

1. In Mac Computer, open Terminal
2. Navigate to the path, /Library/DesktopCentral_Agent/logs/
3. Type chmod 744 collectlogs.sh
4. Type the command to create logs zip file, ./collectlogs.sh
5. Logs zip will be created in /Library/DesktopCentral_Agent/ directory in name COMPUTERNAME_DCAgent_logs.zip

The log files are zipped and ready to be uploaded. Depending on your convenience and the size of the log files, you can upload the logs using any of the following,

• Using the HTTP mode
• Using the FTP mode.

Sending Log Files Using the HTTP Mode

Ensure that the log files are zipped and ready to be uploaded. Use HTTP option for files whose size is less than 100 MB. To send log files using the HTTP mode, follow the steps given below:

1. From a browser, connect to http://bonitas.zohocorp.com/upload/index.jsp?to=desktopcentral-support@manageengine.com
2. In the Send to list, click Desktop Central
3. In the fields provided, enter the following information:
   • Your e-mail address
   • Description of the issue
4. Browse and select the required, zipped, log files
5. 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. In Windows computer, open command prompt, and navigate to the location where you have saved the zip file.
   In Mac Computer, open Terminal, navigate to the path /Library/DesktopCentral_Agent/
2. In Windows computer Enter "ftp<space>ftp.zohocorp.com" and press Enter
   In Mac computer enter "ftp<space>ftp.zohocorp.com" in Terminal and press Enter
3. Specify the username as anonymous and password as your <email id>. and press Enter
4. Change directory to pub (cd<space>pub) and press Enter
5. mput <zip_filename> and press Enter
6. Type "bi" and press Enter for changing to binary mode.
7. Type "ha" and press Enter to enable hash printing.

The zipped log files are successfully uploaded.