# How to send log files to the Endpoint Central support team?

## Description

When you face issues while working with Endpoint 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 screen shots, depending on the issue. You can follow this document and upload the required logs, if you are using Endpoint Central build # 80293 or later versions. If you are using older versions of Endpoint Central, migrate to the latest version.

There are two stages in sending the log files, they are:

- [Extracting the logs](https://www.manageengine.com/products/desktop-central/logs-how-to.html#extract)
- [Sending it to Endpoint Central support](https://www.manageengine.com/products/desktop-central/logs-how-to.html#upload)

## Extracting the logs

### List of Endpoint Central Log Files and their Locations

The following are the list of logs, that might be needed for trouble shooting purposes. You can find the steps to archive the logs and the steps involved in sending it to the Endpoint Central support.

### Endpoint Central Server

Need to upload the server logs while facing any problems from the below mentioned location. If you are using the server version below 10.1.2220.1 upload logs from `<Install_Dir>\DesktopCentral_Server\logs`. If you are using version 10.1.2220.1 or above upload logs from `<Install_Dir>\UEMS_CentralServer\logs`.

**Note**: `<Install_Dir>` refers to the directory where the server is installed.

### Endpoint Central Distribution Server

You need to upload Distribution Server logs, if you are facing problems on managing your remote office computers.

`<Installation_Directory>\ManageEngine\UEMS_DistributionServer\logs`, if you are using Endpoint Central 11.2.2309.01 and above  
For example, `C:\Program Files (x86)\ManageEngine\UEMS_DistributionServer\logs`

If you are using Endpoint Central below 11.2.2309.01:

`<Installation_Directory>\ManageEngine\Desktopcentral_DistributionServer\logs`  
For example, `C:\Program Files\ManageEngine\Desktopcentral_DistributionServer\logs`

### Endpoint Central Secure Gateway Server

You need to upload Secure Gateway Server logs, if you are facing problems in using a Secure Gateway.

`<Installation_Directory>\ME_Secure_Gateway_Server\logs`  
For example, `C:\Program Files\ME_Secure_Gateway_Server\logs`

### ServiceDesk Plus Server

You need to upload ServiceDesk Plus Server logs, if you are facing problems in using Endpoint Central in integrated mode with ServiceDesk Plus.

`<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.

### Endpoint Central Windows Agent

From the computer where you have installed the Endpoint Central agent, perform the following operations:

1. Go to command prompt and **navigate to the location, where Endpoint Central Agent** is installed.  
   For example:  
   `C:\Program Files <x86>\ManageEngine\UEMS_Agent\bin`, if you are using Endpoint Central 11.2.2309.01 and above  
   `C:\Program Files <x86>\ManageEngine\Desktopcentral_Agent\bin`, if you are using Endpoint Central below 11.2.2309.01

2. Type `dcagenttrayicon.exe -logs` and press Enter.

3. You can see that the Endpoint Central logs will be extracted and archived in the **ManageEngine\UEMS_Agent** folder, if you are using Endpoint Central 11.2.2309.01 and above or in the **ManageEngine\Desktopcentral_Agent** folder, if you are using Endpoint Central below 11.2.2309.01.  
   The file will be saved in **.7z** format. The file name will be `1_<system name>_ZOHOCORP.7z` (Example: **1_win2000_ZOHOCORP.7z**).

![Windows Agent Logs](https://www.manageengine.com/products/desktop-central/images/win-logs.jpg)

4. Open the Windows Run window (using Windows key + R) and execute `%programdata%/zohomeeting/log.` This will open the Zoho Meeting logs folder.

5. Zip all the files and include the created zip file while uploading the logs.

6. You can upload/send this log file to the Endpoint Central support team.

### Endpoint Central Mac Agent

From the computer where you have installed the Endpoint Central agent, perform the following operations:

1. Go to the **Terminal**.

2. Navigate to the folder where Endpoint Central agent is installed:  
   Example (for Endpoint Central 11.2.2309.01 and above):  
   `cd /Library/ManageEngine/UEMS_Agent/bin/dcagenttrayicon.app/Contents/MacOS/`  
   If you are using Endpoint Central below 11.2.2309.01:  
   `cd /Library/Desktopcentral_Agent/bin/dcagenttrayicon.app/Contents/MacOS/`

3. Type `./dcagenttrayicon logs`.

4. The logs will be extracted and archived in the **ManageEngine/UEMS_Agent/** folder (for 11.2.2309.01 and above) or in the **ManageEngine/Desktopcentral_Agent/** folder (for older versions).  
   The file will be saved in **.zip** format. The file name will be `1_<computer name>_ZOHOCORP.zip` (Example: **1_MYMAC_ZOHOCORP.zip**).

![Mac Agent Logs](https://www.manageengine.com/products/desktop-central/images/mac-logs.png)

5. Navigate to `~/Library/Logs/ZohoAssist`. Zip the contents of this folder.

6. You can upload/send these log files to the Endpoint Central support team.

### Endpoint Central Linux Agent

From the computer where you have installed the Linux agent, perform the following operations:

1. Go to the **Terminal**.

2. Navigate to the location where Endpoint Central agent logs are located by using this command:  
   `cd <uems_agent>/logs`  
   Default location: `cd /usr/local/manageengine/uems_agent`

3. Type `sudo ./CollectLogs.sh`.

4. The logs will be extracted and archived in the `Linux_Agent_Installed_Directory/_UEMSAgent_Logs.zip` folder.  
   The file will be saved in **.zip** format.

5. Navigate to `/usr/local/.zohoassist`. Zip the contents of this folder.

6. You can upload/send this log file to the Endpoint Central support team.

### Remote Control / File Transfer from the Viewer Machine

Perform the following steps on the computer from which you are trying to initiate a remote control session or file transfer:

1. Go to the computer from which you have tried to take a remote session or file transfer.

2. Login using the same user credentials that you have used while trying to initiate the remote session or file transfer.

3. Locate the **logs** folder in this location: `C:\Users\Administrator\DesktopCentral_Viewer`

4. Compress this folder into a zip file.

Your viewer logs are ready to be uploaded.

### Endpoint Central Web Console

Follow the steps detailed in [this page](https://www.manageengine.com/products/desktop-central/har-files-and-console-logs-upload.html) to upload the logs from the Web Console.

### ME MDM App on Android Device

To upload the ME MDM Android App's logs to Endpoint Central support, perform the following steps on the managed mobile device:

1. Navigate to the **Support** tab in the MDM server. Click on **Create Support file**.

2. Specify your e-mail address and the description of the problem, which needs to be sent with the logs.

3. Select the logs you want to upload:
   - Server logs **(Applicable only for MDM On-Premises)**
   - Agent logs

4. Select the Agent logs and specify the devices whose logs are to be sent.

5. Click **Send** to send the Support file.

The log files are successfully sent to Mobile Device Manager Plus Support.

### OS deployment

This [document](https://www.manageengine.com/products/os-deployer/help/os-deployment-logs.html) will guide you in the logs required for the OS deployment module.

### Endpoint Central Summary Server

Need to upload the server logs while facing any problems from `<Install_Dir>\UEMS_Summary_Server\logs`.

**Note**: `<Install_Dir>` refers to the directory where the server is installed.

### Endpoint Central Probe Server

Need to upload the server logs while facing any problems from `<Install_Dir>\UEMS_Probe_Server\logs`.

**Note**: `<Install_Dir>` refers to the directory where the server is installed.

## Sending it to Endpoint Central support

Ensure that the log files are zipped and ready to be uploaded. Kindly note that the logs can be uploaded from the Web Console by navigating to **Support → Create Support File**. If the Web Console is not accessible, follow the steps given below to send the log files to our support team.

1. From a web browser, connect to [this link](https://bonitas.zohocorp.com/#to=endpointcentral-support@manageengine.com).

2. Specify the Ticket ID, if you have one.

3. Add the modules of which the logs are uploaded.

4. Specify your email address and the address to receive notifications.

5. Specify the reason.

6. Click **Add files** to browse and select the required log files.

7. Click **Upload**.

**Note**: For uploading server log files, the server must be stopped prior to the upload and can be started once the files have been uploaded.

The zipped log files are successfully uploaded.