If an issue persists or is not covered in our Troubleshooting section, the Teramind Support team is ready to assist.

To effectively diagnose and expedite the resolution of the problem, we require a copy of your Agent logs. Logs provide detailed insights into the operation of the Teramind Agent, which can help in diagnosing and resolving various issues. By sharing these logs with support, you enable faster investigation and resolution.

This guide provides detailed instructions on how to collect and submit the necessary log files.

All Windows methods require downloading and using the TMDIAG utility and running an elevated Command Prompt. This tool is used to collect Teramind Agent logs, conduct diagnostics and debugging by our support team.

This method is best when the issue can be quickly and reliably reproduced.

1. Download TMDIAG: Download tmdiag.zip from https://static-www.teramind.co/download/tmdiag.zip and extract it (e.g., to C:\temp\tmdiag).

2. Open Elevated Command Prompt:

3. Navigate to the Tool's Folder:

4. Run Log Capture Command:

5. Reproduce the Issue: Keep the Command Prompt window open. Perform the steps that cause the issue.

6. Finalize and Submit: Once the issue is reproduced, switch back to the Command Prompt and hit any key.

7. Submit the File: Submit the ZIP to [email protected]. You can also send it via the chat or attach it with a support ticket (Cloud customers only).

Use this method when the issue is intermittent, hard to reproduce, or requires logging across a reboot.

1. Download and Setup: Follow Steps 1-3 from the Method 1 above to download and navigate to the tmdiag folder in an Elevated Command Prompt.

2. Enable Persistent Logging:

3. Wait for Issue to Occur: Logging is now active. Repeat the steps that previously caused the issue, or, if you aren't sure, use the computer normally until the issue is reproduced.

4. Collect and Report: Once the issue occurs, run the collection command:

5. Submit the File: Submit the ZIP to [email protected]. You can also send it via the chat or attach it with a support ticket (Cloud customers only).

6. Disable Logging (Clean Up):

This is the same process as the Quick Method, but uses a different tool to include an MP4 video recording of the session, which can be crucial for detailed investigation.

1. Download TMDIAG+: Download tmdiag+.zip from https://static-www.teramind.co/download/tmdiag+.zip and extract it (e.g., to C:\temp\tmdiag+).

2. Open Elevated Command Prompt: Follow Step 2 from the Method 1 above.

3. Navigate to the Tool Folder:

4. Run Log Capture Command:

5. Reproduce the Issue: Keep the Command Prompt open, and perform the steps that cause the issue.

6. Finalize and Submit: Hit any key after reproducing the issue.

7. Submit the Files: Submit both files to [email protected]. You can also send them via the chat or attach them with a support ticket (Cloud customers only).

Support may request these specific logs to diagnose connection issues.

1. Open File Explorer: Open File Explorer:

2. Enter the Logs Folder Path: Enter the following path in the address bar:

3. Compress Files: Select all the .log files in the folder, right-click, and choose Compress to ZIP file (or equivalent option):

4. Submit the File: Submit the ZIP to [email protected]. You can also send it via the chat or attach it with a support ticket (Cloud customers only).

For macOS, logging is enabled by modifying the Agent configuration file.

1. Open Agent Configuration: Open the following file in a text editor like TextEdit:

2. Enable Logging: Add the following line to the end of the file:

(Optional: You can specify a different path, e.g., file:~/Library/Logs/tmagent.log)

3. Configure Log Parameters (Optional): Use the following parameters to change the default log file settings and set the level of detail (granularity) for the logs:

4. Restart Agent Service: Open the Terminal app and run the command corresponding to your Agent type:

5. Locate Logs: After reproducing the issue, navigate to the employee's Home folder (or the path you specified). Log files will be named in the format: tmagent_yyyy-mm-dd_hh-mm-ss.log.

6. Compress the Logs (Optional): Use the following command in Terminal to create a single ZIP file of the logs for easy submission:

7. Submit the Files: Submit the .log files (or the ZIP) to [email protected]. You can also send them via the chat or attach them with a support ticket (Cloud customers only).