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.
Windows Logging
Collecting Logs with the Latest TMDIAG Tool
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://www.teramind.co/d/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 directory to the one you have the tmdiag.exe
tool extracted into (in our example the directory is c:\temp\tmdiag
)
cd c:\temp\tmdiag
Then, run the following commands on the command prompt:
tmdiag reproduce issue diag
Keep the Windows Command Prompt window open while command is running. Reproduce the issue, 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.
Collecting Logs with the Older TMDIAG Tool
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://www.teramind.co/d/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 directory to the one you have the tmdiag.exe
tool extracted into (in our example the directory is c:\temp\tmdiag
)
cd c:\temp\tmdiag
Then, run the following commands on the command prompt:
tmdiag log agent on
tmdiag log svc on restart
This will turn logging on. Wait until the issue is reproduced.
Please wait after executing the above commands. Only proceed to the next step after the issue is reproduced. Otherwise, the log will not be able to capture information relevant to the issue.
When the issue occurs, start collecting the log with the following command:
tmdiag collect report
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:
tmdiag log all off
Restart the agent service with:
tmdiag service tsvchst restart
Collecting Logs with Video
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://www.teramind.co/d/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 directory to the one you have the tmdiag.exe
tool extracted into. (in our example the directory is c:\temp\tmdiag+
)
cd c:\temp\tmdiag+
Then, run the following commands on the command prompt:
tmdiag reproduce issue diag
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.
Collecting the Agent Connectivity Logs
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.
macOS Logging
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:
log-settings=file:~/tmagent.log
You can optionally specify a different path for the log-settings
parameter. For example, file:~/Library/Logs/tmagent.log
.
3. Open the Terminal app and run one of the commands below to restart the agent service:
Revealed Agent:
sudo killall tmui; open '/usr/local/teramind/agent/bin/Teramind Agent.app'
Hidden Agent:
sudo killall "System Monitoring"; open "/usr/local/teramind/agent/bin/System Monitoring.app"
1. 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,
tmagent_2023-11-08_16-24-48.log
tmagent_2023-11-08_17-10-22.log
...
2. Email the files to [email protected], or attach them with a support ticket, or share them over chat. You can use the following optional parameters:
Parameter | Example |
log-file-size |
|
log-file-count |
|
log-total-size |
|