 How do I collect logs for support? |
If other solutions to your Meetings audio and video issues do not work, send log data to Support.
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If other solutions to your Meetings audio and video issues do not work, send log data to Support.
1. If your issue is with installing voice and video, skip to step 3. Otherwise, you must first enable logging. a. Open the Connections WebPlayer directory, in this location:
- Windows XP: %PROGRAMFILES%\IBM\SmartCloud\Sametime WebPlayer\
- Windows 7: %USERPROFILE%\AppData\LocalLow\IBM\SmartCloud\Sametime WebPlayer\
- Mac OS X: $HOME/Library/Application Support/IBM/SmartCloud/Sametime WebPlayer/
b. From that directory, open the ice.properties file.
c. Add or edit the log_level parameter, so it says log_level=FINER.
d. In the same directory, open the WebPlayer.ini file.
e. Add or edit the LogFileLevel parameter, so it says LogFileLevel=16.
f. Add or edit the SoftphoneLogLevel parameter, so it says SoftphoneLogLevel=16. 2. Repeat the steps in which you encountered the issue, so logs can be recorded.
3. Open the following directory, depending on your system:
- Windows XP: %APPDATA%\IBM\SmartCloud\Sametime WebPlayer\
- Windows 7: %USERPROFILE%\AppData\LocalLow\IBM\SmartCloud\Sametime WebPlayer\
- Mac OS X: $HOME/Library/Application Support/IBM/SmartCloud/Sametime WebPlayer/
4. For installation issues, create a .zip file of the InstallLogs folder, and share that with Support. For issues in other areas, create a .zip file of the Logs folder, and share that with Support. |