Find troubleshooting logs

RemoteAccessApp writes a few logs on your own PC. None of them are sent anywhere by themselves. If support asks for one, you choose what to attach to your email. What RemoteAccessApp keeps on its servers is covered in privacy and your data.

The update service log

This is the one support asks for most often, for update problems. Any user of the PC can read it:

%ProgramData%\RemoteAccessApp\Logs\Public\update-service.log

Paste the line above into the File Explorer address bar to open it. It only exists on PCs where RemoteAccessApp was installed for all users. It lists update checks and installs, and holds no personal data. How updates work, and what to try first when one fails, is in automatic updates.

In the app's Help page, Contact support can open this folder for you, so you can attach the log yourself.

The Console's logs

%LocalAppData%\RemoteDesk\Console

• errors.log: problems the Console ran into. Passwords and other sign-in details are removed before anything is written.
• updates.log: the Console's own update checks.

The Agent's activity log

On a PC people connect to, the Agent keeps a record of who connected and what they did. Open it from the RemoteAccessApp icon's menu with Open activity log, or look in:

%AppData%\RemoteDesk\Agent

Sending a log to support

1. In the app, open Help and click Contact support. Your app version and Windows version are filled in.
2. Tick the option to show the logs folder if you'd like to attach the update log.
3. Read the log before you attach it, and remove anything you'd rather not share.

RemoteAccessApp never attaches logs to anything by itself.