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How can an Agent or Technician work with Debug Logs?

The diagnostic features can be accessed by inserting a unique GUID, or activation code to the clipboard.

Important: The information applies to TC 7.50 or higher. For steps to debug any behaviour in the current TC v7.12.XXXX, contact the GoTo Support.

How can Diagnostic Features be activated?

When the technician activates them

  1. The technician inserts a special, activation string into the clipboard before starting the Technician Console (TC).
  2. The technician starts the Technician Console.
  3. The TC checks the clipboard for any activation strings.
  4. The TC enables the requested features based on the activation string, and clears the clipboard.

Activation strings

Force Login prompt

The Technician may force the Technician Console to skip auto-login with stored credentials, and prompt with a Login dialog after start-up.

The activation string is: {49d3934c-bf62-4b8d-8478-f0bb74c46705}

Detailed Debug Log

To debug unexpected behaviour in the Rescue Technician Console 7.50 and above ,it is now possible to switch on detailed debug logging in the TC for a single TC session, while the TC process is running.

The activation string is: {7a8bd9c4-3a00-42ec-a34f-95e89c3175ee}

Communication test

The communication test:

  • detects the current system proxy settings,
  • communicates with the Rescue website, and captures detailed logs, using Windows WinInet API,
  • communicates with the possible websites of regions, and corporate ones, to check which ones are allowlisted,
  • communicates with a gateway, using LMIRuntime communication routines,
  • detects proxy for screen recording upload site if any,
  • detects proxy for session data post target site if any.

The activation string is: {b6e9ba43-586a-4a21-bfa8-5d1be0f813f0}

Communication test can be activated two ways:

  • Hitting Ctrl+K in the login dialog, if the TC cannot communicate to any hosts and thus is unable to let the technician log in.
  • Selecting the Tools > Communication Test menu item.
    Note: We do not recommend starting a communication test in an active session with a customer, because the test temporarily changes the proxy settings, and the target host.
    After the test Rescue saves the log to the hard drive and it can be copied to the clipboard.
Note: The Communication test generates a formatted HTML file. If you save the file using the clipboard content, add .html extension. The file can easily be read as a text file in text editor applications
Article last updated: 21 November, 2022