Introduction
Remote Troubleshooting lets an administrator start a time-limited diagnostics session on any monitored computer directly from the computer's page in the dashboard. No physical or remote access to the machine is needed, the agent keeps working normally, and nothing is shown to the employee.
How to Use It
1. Select the Troubleshooting option from the Computer Action menu on the Computers page or the Actions menu from the Computer’s Details page. The Troubleshooting panel will open:
2. From the Collect for dropdown list, choose how long to collect (e.g. 4 hours).
3. Select which Employees to collect for. Leave it empty to collect for all users of that computer.
4. Optionally, select a profile from Troubleshooting Profiles. A profile is a predefined bundle of diagnostic settings prepared by Teramind Support for the issue type.
5. Give the session an Issue caption. It's written into the logs as a marker so the session is easy to locate.
6. Leave Raw settings JSON empty unless Teramind Support asks you to change it.
7. Click the Start collecting button to start the collection process.
8. The Execution log shows live progress. Collection stops automatically at the chosen time, or you can stop it manually using the Stop collecting button.
9. Click the Download all button to download the execution log.
What is Collected
During an active session the agent always produces agent logs and service logs (even if routine logging is turned off), plus the troubleshooting/execution log itself. Additional diagnostic data (for example network logs) is captured only when Support explicitly enables it through a profile or setting. Log files are uploaded from the computer in small chunks; if the connection drops, the agent keeps them and retries (by default up to 14 days) so nothing is lost.
Where the Logs Go
On Cloud deployments, collected files are uploaded securely to Teramind for our Support/Engineering team to review. In Cloud deployments the raw log files are not downloadable from the dashboard. The Download all button downloads the execution log only. If you need anything from the collected data, our Support team can share the relevant files or findings with you.
On On-Premises deployments*, files will be stored on your own Teramind server and can be downloaded from the dashboard's troubleshooting panel.
*The feature isn't available yet on On-Premises deployments.
Privacy and Control
Sessions are discreet: no pop-ups, no visible change for the employee, no interruption to monitoring.
Collection is strictly time-boxed and ends automatically.
Sensitive log content is truncated by default and is only collected in full when explicitly enabled for a support investigation.
The feature can be disabled entirely with a parameter, either in the Agent configuration (
disable-remote-troubleshooting) or at installation time (TMNOREMOTETS). For more information, see Agent Installation/Configuration Parameters (Windows).