Remote Control log files

Remote Control log files are often necessary when trying to troubleshoot any issues encountered when trying to connect to remote devices using VSA 10. Often, logs are needed from both the device being connected from (the source) and the device being connected to (the destination).

If you are having issues with Remote Control and need to engage support, it is recommended that you gather the below items: 

  1. A detailed description of the issue with screenshots of the behavior, and any related errors.
  2. Steps to reproduce the issue (along with a short screen recording, if possible).
  3. A screenshot of the Administration > Server Admin > Overview page.
  4. The number of managed endpoints that are affected.
  5. Operating system details of the affected devices (both the source and destination devices).
  6. The version of the Remote Control application on the source machine.
  7. Collect the Remote Control logs per the following scenarios(whichever is applicable) and store the logs in two separate folders, one for the source and one for the destination device.