Sometimes, you might encounter an issue which couldn’t be solved following the instructions provided on this Troubleshooting section. In such a case, Teramind Support can help. To help the support team diagnose the issue, you can provide them with the Agent log. This article explains how you can collect the log and send it to our support team.

First, you will need to download and unpack the TMDIAG tool. This tool is used to collect Teramind Agent logs, conduct diagnostics and debugging by our support team. You can use its log capture feature to collect and send the logs.

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

Open the elevated Windows Command Prompt (cmd.exe), to do so please open your start menu find cmd.exe, right click on it and then click on "Run as administrator" menu item. Once done, please change to the directory you have the tmdiag.exe tool extracted into (in our example the directory is c:\temp\tmdiag)

Then, run the following command on the command prompt. If Teramind Support has provided you an alternate command to run, please run that alternate command instead:

Keep the Windows Command Prompt window open while command is running. Reproduce the issue, and once you're done, switch back to the Command Prompt and hit any key.

The above command will generate a file named issue.zip in the folder where tmdiag.exe is located. Send the file to [email protected], or attach it with a support ticket, or share it over chat.

This option uses the same diagnostics tool as above but is better if the issue isn't easy reproduceable and if logging needs to be left on for an extended period or for logging to remain enabled after a reboot.

First, you will need to download and unpack the TMDIAG tool. This tool is used to collect Teramind Agent logs, conduct diagnostics and debugging by our support team. You can use its log capture feature to collect and send the logs.

Download TMDIAG from https://static-www.teramind.co/download/tmdiag.zip and extract it (E.g. to c:\temp\tmdiag directory).

Open the elevated Windows Command Prompt (cmd.exe), to do so please open your start menu find cmd.exe, right click on it and then click on "Run as administrator" menu item. Once done, please change to the directory you have the tmdiag.exe tool extracted into (in our example the directory is c:\temp\tmdiag)

Then, run the following commands on the command prompt:

This will turn logging on. Wait until the issue is reproduced.

When the issue occurs, start collecting the log with the following command:

The above command will generate a file named report.zip in the folder where tmdiag.exe is located. Send the file to [email protected], or attach it with a support ticket, or share it over chat. You can then disable the logging with the following command:

Restart the agent service with:

This method is the same as the first method on this page but uses a different diagnostics package (TMDIAG+) so an MP4 video recording will be generated as well. The MP4 recording can often provide important details needed to investigate and verify actions taken during the log capture.

First, you will need to download and unpack the TMDIAG+ tool. This tool is used to collect Teramind Agent logs, conduct diagnostics and debugging by our support team. You can use its log capture feature to collect and send the logs.

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

Open the elevated Windows Command Prompt (cmd.exe). To do so, please open your Start menu, type cmd.exe, right click on it and then click on Run as administrator menu item. Once done, please change to the directory you have the tmdiag.exe tool extracted into. (in our example the directory is c:\temp\tmdiag+)

Then, run the following command on the command prompt. If Teramind Support has provided you an alternate command to run, please run that alternate command instead:

Keep the Windows Command Prompt window open while command is running. Reproduce the issue, once you're done, switch back to and hit any key.

The above command will generate a file named issue.zip and issue.mp4 in the folder where tmdiag+.exe is located. Send the file to [email protected], or attach them with a support ticket, or share them over chat.

Sometimes our support engineer might need to view your Agent Connectivity log to diagnose any connection issues. The logs are usually located in the following folder: C:\ProgramData\{4CEC2908-5CE4-48F0-A717-8FC833D8017A}\logs.

We will need you to Zip all the .log files in that folder and send it to us. To do so:

1. Open File Explorer from your Start menu:

2. Enter the folder path in the address bar:

3. Select all the files, right-click on them, and select Compress to ZIP file:

4. Email the file to [email protected], or attach it with a support ticket, or share it over chat.

1. Open the file /usr/local/teramind/agent/etc/agent.conf in a text editor such as TextEdit.

2. Add the following line at the end:

You can optionally specify a different path for the log-settings parameter. For example, file:~/Library/Logs/tmagent.log.

You can add the following optional parameters to the agent.conf file to customize the log:

3. Open the Terminal app and run one of the commands below to restart the agent service:

Revealed Agent:

Hidden Agent:

4. Navigate to the employee's Home folder (or the path you specified in the log-settings parameter). You will see individual log files named in this format: name_yyyy-mm-dd_hh-mm-ss.log. For example,

5. Email the files to [email protected], or attach them with a support ticket, or share them over chat.