SnapComms Client / App - Diagnostics and Debug

SnapComms Client / App Diagnostics

Unfortunately sometimes things don't just work the way they are supposed to. In this case our support might ask you to provide us with debug log files of your SnapComms App.

If the problem is reproducible we would like you to first enable debug logging, reproduce the problem at least once (but better multiple times) and then collect the log files and send it to us. 

Please follow the instructions below to do that:

Enable debug logging

Debug mode makes the SnapComms App log more information than the default logging mode. Since it is monitoring more information, you should only turn this on if requested to do so by a SnapComms Technical Support person.

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SnapComms Client / App Diagnostics

All SnapComms clients / apps contain a diagnostic menu, accessed by opening the Message History window and click on the Settings button.



Click on the Diagnostics tab.

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View Log File
Open Log Directory
Open Crash Log Directory
Manual Log Retrieval
Refresh Active Directory
Get Client Info From Server
Check Server Connection
Enable debug logging

View Log File

Log files are commonly used to diagnose an issue. The easiest way to send Error Log files to SnapComms Technical Support is by using the View Log File button. To send an Error Log file via email, you must first save it on your computer:

1. Click View Log File.

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2. The following window will display. Click Save to file.

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Open Log Directory

The SnapComms App stores more than just Error Log files. To view all log files created by the SnapComms App, you must open the Log Directory on your computer. Depending on your access permissions, this button will open the log directory in Windows Explorer.

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Open Crash Log Directory

The SnapComms App stores information every time the application crashes (closes unexpectedly). This report can be useful to identify any conflicts that may cause your SnapComms App to stop working. If asked by SnapComms Technical Support to supply your Crash Log files, click on this button and zip the contents before sending via email.

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Manual Log Retrieval

If the Settings button is not present within your SnapComms App, you can manually retrieve the logs files via the following process.

Press Windows Key + R on your keyboard and input the following path into the box provided.

%TEMP%\SnapClient\%USERNAME%\Logs

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To view SnapClientService Logs type the following path into the box provided:

For 32 bit processors

C:\Program Files\SnapComms\App\Logs

For 64 bit processors

C:\Program Files (x86)\SnapComms\App\Logs

Refresh Active Directory

This command forces a refresh of the user’s Active Directory information and uploads it to the SnapComms server immediately - also displaying diagnostic information as it does so.
More information on Active Directory Sync can be found here.

1. To perform an Active Directory refresh click Refresh Active Directory.

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2. If requested to do so, select Save to file and email to SnapComms Technical Support.

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Get Client Info from Server

This command connects to the SnapComms server, fetches SnapComms App registration information from the server and displays it on the output window. The purpose of this command is to verify what information is stored by the SnapComms server - useful for troubleshooting purposes.

1. Select Get Client Info from Server in the Diagnostics tab.

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2. If requested to do so, select Save to file and email to SnapComms Technical Support.

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Check Server Connection

This checks the SnapComms App can communicate with the SnapComms Server on both ports 80 (http) and 443 (https) also displaying diagnostic information as it does so.

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Either http or https must be used by the client (both do not have to be enabled for the client to work). If your client has been configured to only use https, the test must show Successfully connected to server with HTTPS. The image below shows a successful connection on both http and https.

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Enable debug logging

Debug mode makes the SnapComms App log more information than the default logging mode. Since it is monitoring more information, you should only turn this on if requested to do so by a SnapComms Technical Support person.

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