Introduction
The remote troubleshooting feature allows you to conduct troubleshooting of a computer and collect diagnostics logs. This feature allows you to run troubleshooting from the dashboard instead of accessing the computer locally or through a separate remote session (such as TeamViewer). It works without interrupting the Agent or revealing the troubleshooting to the user.
This method of troubleshooting helps our support engineers diagnose the most common issues. It doesn’t actually solve the issue. It also cannot collect all types of logs and additional investigations might be needed.
Click the TROUBLESHOOTING button to launch the Troubleshooting wizard:
1. Select a future date/time from the LOG UNTIL field. The log will be collected until then.
2. If a computer has more than one user, you can select them from the EMPLOYEES field or select ‘All’ to select all users.
3. Give the issue a name in the ISSUE CAPTION field. This will help us identify the issue being troubleshot.
4. Click the START button to start the troubleshooting process; press the STOP button to stop it (the STOP button is shown only after you started a troubleshooting session).
5. Click the DOWNLOAD LOGS: button to download all logs for the previous period.
6. If available, the TROUBLESHOOTING PROFILES can be used to select a profile. The profile contains predefined JSON settings to configure different aspects of the debugging settings. This is normally assigned by a Teramind Support Engineer.
7. The RAW SETTINGS JSON is also used by a Teramind Support Engineer to define specific debug settings.
8. The EXECUTION LOG will list the ongoing troubleshooting progress.
9. Enabling the AUTOSCROLL option will automatically scroll the EXECUTION LOG window.
10. Click the REPORT FILES tab to view the logs being collected:
11. On the REPORT FILES tab, you will see a list of logs being collected.
12. You can choose a period by clicking the Date Range/Calendar icon.
13. You can refresh the list by clicking the Refresh icon.
14. You can select multiple lists by clicking the check marks in front of the logs and then download or delete the logs from the Select action menu.
15. You can also download individual logs by clicking the Download icon or delete them by clicking the Trash Can icon.
16. Close the Troubleshooting window by clicking the CLOSE button. Note that, if you haven’t stopped a troubleshooting session, it will continue to run in the background until the date/time you have set. Next time you open the wizard you will be able to see the progress.
More Information About Troubleshooting
There are some limitations on Mac. Please see notes below.
The feature works when the computer is online (and in case of the Revealed Agent, when the user is logged in).
You can select any employees who have monitoring on and employees who once were monitored (even if they are no longer monitored, provided the Agent is still installed on their computer).
After pressing the STOP button, it might take a while for the troubleshooting to stop. The Agent will finish its current task and then stop the logging.
There are three log types:
Log: is the trouble shooter’s own log (the EXECUTION LOG).
Service Log: contains the logs from the Agent Service.
Agent Log: is the regular Agent log created per user session.
Each log is 1 minute long.
You can also open the Troubleshooting window via a URL variable,
openTroubleshooting. Just add this variable at the end of a computer's details page to open the Troubleshooting window for a computer. For example:https://acme.teramind.co/#/computer/5?openTroubleshooting
Mac Troubleshooting Workflow and Limitations
Workflow:
After the initiating remote troubleshooting:
Stealth Agent: The Agent will restart and begin collecting logs in the background. Once the troubleshooting session is completed, the logs will be sent to the server as an archive. The archive can be accessed on the dashboard under the REPORT FILES tab.
Revealed Agent: The Agent will restart, requiring the employee to reauthorize their session. After the troubleshooting session ends, the Agent will restart again, and reauthorization will be necessary. The logs will then be sent to the server as an archive. The archive can be accessed on the dashboard under the REPORT FILES tab.
Limitations:
The EMPLOYEES field is currently not supported. Even if specific employees are selected, logs will be collected for all users of the computer.