To troubleshoot complicated UNIVERGE BLUE® CONNECT Desktop client issues, it is required to gather the application logs and version. The logs are stored for 7 days.

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

• Collecting logs from the application settings page
• Collecting logs if the application doesn't start
• Sending the Diagnostic Report to Support

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. Click on the Export logs to file button.

To gather the application version click on your Profile picture:

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 shortcut.
2. Open the shortcut properties.
3. Click on Open File Location under the Shortcut tab.

   

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

   

Windows logs

1. Open a File Explorer window.
2. In the address bar, enter:
   %appdata%\UNIVERGE BLUE CONNECT\logs
   Note: If you want to find the folder manually, the full path ​​​​is
   C:\Users\<your username>\AppData\Roaming\UNIVERGE BLUE CONNECT\logs.

   

3. Collect all files in this folder.

Mac application version

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

   

Mac logs

1. Launch UNIVERGE BLUE® CONNECT with console logs: Open Terminal, type the path to UNIVERGE BLUE® CONNECT: /Applications/Univerge\ Blue\ Connect.app/Contents/MacOS/Univerge\ Blue\ Connect --args --enable-logging --v1 and press Enter to run the command. 
2. Go to Finder > Go > Go to Folder...
3. Enter the following in the opened window: ~Library/Application Support/UNIVERGE BLUE CONNECT/logs
   Note: If you want to find the folder manually, the full path is
   /Users/user name/Library/Application Support/UNIVERGE BLUE CONNECT/logs.

   

4. Collect all files from this folder and logs from the Terminal.

Sending the Diagnostic Report to Support

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

• Application version
• OS version
• Computer type (laptop/desktop)
• Utilized call mode (softphone/call controller)
• Time stamps when the issue occurred or replicated

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.