Taking Screenshots for resolving Configuration Issues

Whenever you report an issue, it is recommended to attach a screen grab of the problem. For example, you can attach the screenshot of the error message or the screenshot of the client console where you experience the problem. For issue related to failed configurations, it is recommended to attach both the screenshots listed below:

• Configurations tab > Click <configuration> under Configuration Name > Take screenshot of the page that opens up.
• Configurations tab > Click <status> link corresponding to the particular Configuration Name > Take screenshot of the Execution Status page that opens up.

Steps to Send the Desktop Central Log Files

From Desktop Central Client Console

1. Click Contact Us --> Create Support File from the Top-Band of the console (adjacent to Build Number).
2. Specify your Email Address and the issue description.
3. Select the "Include Client Logs" check box and select the computers to include the Agent Logs of the selected machines. In case you want to upload logs from a Remote machine, and if the machine is not reachable, you will have to Manually Upload Logs, zipped from that remote client machine.
4. Click Send Support File

Note: If the file size is huge, it may take some time to create and upload the logs. You can try the manual mode in such cases.

Manually Upload Logs

While it is easier for you to send the logs from the Desktop Central client console, some of the logs cannot be attached like the Remote Control viewer logs, Distribution Server logs,etc., or if the computer is offline. In such cases, you can manually zip the required logs and send it to us. Depending on your convenience and the size of the log files, you can either upload the logs in HTTP mode or in FTP mode.

HTTP Mode (For file size <100 MB)

1. Zip the required logs.
2. From a browser, connect to http://bonitas.zohocorp.com/upload/index.jsp?to=desktopcentral-support@manageengine.com
3. Sepcify your email address and the description of the issue.
4. Browse and select the logs zip and click Upload

FTP Mode (For file size >100 MB)

1. Go to Start > Run > Type cmd.
2. Change directory to the location where you have saved the zip file. For example, c:\Program Files\Desktop_Central_Server
3. Type ftp<space>ftp.zohocorp.com and hit Enter.
4. Specify the username as anonymous and password as your <email id>. Hit Enter.
5. Change directory as pub (cd<space>pub) and hit Enter.
6. Put the file here (put <filename>) and hit Enter

Note: When you FTP the logs, the support team is not notified. You need to send an email to desktopcentral-support@manageengine.com, mentioning the details of the issue along with the name of the file you have uploaded.