Introduction
The Remote Troubleshooting feature allows you to remotely initiate diagnostic logging and collect logs from a computer via the dashboard. This powerful tool helps support engineers diagnose common issues without needing local access or a separate remote session (like TeamViewer). The process runs silently and does not interrupt the monitored Agent or the end-user.
General Notes & Limitations
Purpose: This feature diagnoses issues by collecting data; it does not solve the issue itself. Additional investigation may still be required.
Platform: This feature is only supported in the Teramind Legacy platform.
Activation: The computer must be online. For the Revealed Agent, the user must also be logged in. Remote troubleshooting can be activated for any employee who is currently being monitored or was previously monitored (as long as the Agent is still installed on their computer).
Log Types:
Log: The EXECUTION LOG for the troubleshooting tool itself.
Service Log: Logs from the Agent Service.
Agent Log: The regular Agent log created per user session.
Log Duration: Each log file represents 1 minute of activity.
Stopping a Running Session: Stopping the troubleshooting session may take a short while as the Agent finishes its current task before terminating logging.
Mac Notes and Limitations
Mac Troubleshooting Workflow
Upon initiating remote troubleshooting on a Mac:
Stealth Agent: The Agent will restart and begin collecting logs in the background.
Revealed Agent: The Agent will restart, requiring the employee to reauthorize their session.
Mac Limitations
The EMPLOYEES field is not currently supported. Logs will be collected for all users of the computer, regardless of which specific employees are selected.
Launching the Troubleshooting Wizard
1. From the main menu, select Computers.
2. Select an online computer from the list of computers.
3. Click the Troubleshooting button to launch the Troubleshooting wizard.
Using the Troubleshooting Wizard
Currently, troubleshooting feature is only supported in the Teramind Legacy platform. When you click the Troubleshooting button, the troubleshooting wizard will launch in Teramind Legacy interface.
Settings Up the Session
1. Select a future date/time from the LOG UNTIL field. The logging session will run until this time or until manually stopped.
2. If the computer has multiple users, you can select them from the EMPLOYEES field or select ‘All’ to include all users.
3. Give the issue a descriptive name in the ISSUE CAPTION field. This helps support staff easily identify the logs.
4. Click the START button to begin the troubleshooting process; press the STOP button to end it (the STOP button appears only after the session has started).
5. Click the DOWNLOAD LOGS: button to download all logs collected during the previous period.
6. If available, the TROUBLESHOOTING PROFILES can be used to select a predefined JSON configuration profile. This is typically assigned by a Teramind Support Engineer.
7. The RAW SETTINGS JSON is also used by a Teramind Support Engineer to define specific debug parameters.
8. The EXECUTION LOG will list the ongoing progress and status of the troubleshooting session.
9. Enabling the AUTOSCROLL option will automatically scroll the EXECUTION LOG window.
Downloading the Reports (Logs)
10. Click the REPORT FILES tab to view the logs being collected.
11. You can select a specific time period by clicking the Date Range/Calendar icon.
12. You can refresh the list by clicking the Refresh icon.
13. You can select multiple logs by clicking the check marks in front of them and then download or delete them using the Select action menu.
14. You can also download individual logs by clicking the Download icon or delete them by clicking the Trash Can icon.
15. Close the Troubleshooting window by clicking the CLOSE button. If the session was not manually stopped, logging will continue in the background until the configured LOG UNTIL date/time.