Sending Windows/Linux Client Logs to Support
Purpose
This article explains how to enable logging in the Windows/Linux Hipchat clients (2.1.942 and after) and how to send the logs to Hipchat Support.
Sometimes, Hipchat Support needs additional information from the Hipchat client that is experiencing issues. Not all bugs are duplicatable, and oftentimes we can capture information that is helpful in troubleshooting and fixing bugs through logging.
If you're using the Windows 4.0 client, see Sending Windows client logs to Support for versions 4.0+.
Solution
Enable logging
For the native Windows and Linux clients (2.1.942 and after), follow these directions to enable the in-app log:
- Log out and hit ALT+F12 in the login dialog. This will show a combo box at the top of the login window. Select Log to About Dialog and then log in as you normally would.
- Chat as you would normally. Try to duplicate the behavior that you want to capture in the logs.
- After the behavior happens, right-click on the Hipchat icon in the system tray and select About Hipchat.
- Click the View Log button. This will display the log dialog window.
- Copy and paste the log (or save the log to a text file) and add it to the Hipchat support ticket or email it to support@hipchat.com.
- Edit the log file to remove any sensitive data, or trim it to include relevant info, only.
What is logged?
These logs will capture what the application is doing in the background. This helps Hipchat Support in finding, troubleshooting, and fixing bugs.
IMPORTANT
While most of the chat data will be stripped from the logs, some chat history and message data for messages sent and received could still remain. If there is sensitive information, please either avoid participating in those chats while logging is active, or go through the logs and check to make sure that the sensitive data is removed before sending them over to us.