In order to troubleshoot complicated UNIVERGE BLUE™ CONNECT Desktop client issues, it is required to gather the application logs and its version. The logs are stored for 14 days.

This article describes the proper way to gather logs for the UNIVERGE BLUE™ CONNECT Desktop client.

Collecting logs from the application Settings page

To collect logs from the application itself:

  1. Open the application.
  2. Click on the Profile picture.
  3. Navigate to the Application Settings tab.
  4. Check box for Create detailed log. Logs tracking will start.
    Important: Make sure to reproduce the issue after you enabled the detailed logs.
  5. Click on the Export logs to file button.

Export

To gather the application version click on your Profile picture:

App_version

Collecting logs if the application does not start.

If it is not possible to launch the application, you can collect logs and the application version manually.

Windows Application version

  1. Locate the UNIVERGE BLUE™ CONNECT UC shortcut
  2. Open the shortcut properties
  3. Click on Open File Location under the Shortcut tab

    File_location
  4. Right-click on the actual .exe file to open properties
  5. Open the Details tab and collect the Product Version

    Version

Windows logs

  1. Open an Explorer window
  2. In the address bar, enter:
     %appdata%\UNIVERGE BLUE CONNECT\logs


    Logs
  3. Collect all files in this folder.

Mac application version

  1. Go to Finder > Go > Applications
  2. Locate the UNIVERGE BLUE™ CONNECT UC shortcut application
  3. Command-click on it and then click on Get Info
  4. Collect the version number.

    Mac_Version

Mac logs

  1. Go to Finder > Go > Go to Folder...
  2. Enter the following in the opened window:

     ~Library/Application Support/UNIVERGE BLUE CONNECT/logs 

    Library
  3. Collect all files from this folder

Sending the Diagnostic Report to Support

Important: Make sure to include the following information in addition to log files:

  • Application version
  • OS version
  • Computer type (laptop/desktop)
  • Utilized call mode (softphone/call controller)
  • Call view (if receptionist view is switched on)

If you have issues with application performance, add the following information:

  • Computer specs (CPU, RAM, HDD/SSD, Screen resolution)
  • The approximate number of users in your organization using phone services and application

To send the application logs to support, click on your profile picture, then use the Send feedback option in the application itself and attach the previously generated log file and the application version to the email.

If the application does not start, send the email with the detailed issue description and the attached logs to the UNIVERGE BLUE™ support.