How to capture RTC diagnostic logs

Capture RTC diagnostic logs by following these steps:

1. In Symphony, click Settings in the upper right-hand corner, followed by General (Figure 1):

1.png

 Figure 1 Settings/General

2. Click Diagnostics at the bottom of the screen (Figure 2):

2.png

Figure 2 Diagnostics

3. Click Download Logs (Figure 3):

3.png

Figure 3 Download Logs

Note: Start diagnostics is only required on first installation

Note: Older versions of Symphony may not have this option available. If this is the case, refer to the Knowledge Article found here on how to capture Console logs and send these instead

4. Navigate to your Downloads folder (Figure 4):

3.png

Figure 4 Downloads

5. Locate the folder containing the newly generated logs and send the logs to the Symphony Support team at support@symphony.com

Note: If the files are too large to email, inform the Symphony Support team. They can arrange to receive it using a secure file transfer site, Filevault

6. In addition to the RTC diagnostic logs, please ensure the Meeting ID is also sent to the Symphony Support team. This can be obtained by clicking on the timestamp of a meeting (Figure 5):

4.png

Figure 5 Meeting ID