Troubleshooting

Send logs to support

Create one .zip file with ScreenSharePRO's logs - passwords removed - so our support team can see what happened.

  1. Open Settings → Troubleshooting.
  2. Click Export logs for support.
  3. Choose where to save the file (the Desktop is suggested) and click Save. File Explorer opens with the .zip selected.
  4. Attach the file to your message on our contact page, or to an email to our support address, and tell us roughly when the problem happened.

Note: The file contains every ScreenSharePRO log, including the one being written now, and your settings with all passwords removed. It does not contain recordings, screenshots or anything from your screen.

Tip: If the problem was on the other computer, ask the person there to export their logs too - each computer keeps its own.

After a session

The "How was this session?" question can also send that session's connection logs - tick Include diagnostics from this session. See End a session.

  • Troubleshooting settings — Choose which network connection to use, check that ScreenSharePRO's components are running, and export your logs for our support team.
  • Connection messages and what to do — What each message in the viewer window means - waiting, reconnecting, the remote computer restarting or updating - and what, if anything, to do.

Still stuck? Contact our support team — and if you can, attach the file from Export logs for support.