To investigate any Support.com Cloud related issue we often require following logs which can be captured using mentioned steps-
RANG logs-
- Go to C:\Program Files (x86)\supportdotcom\rang\logs
- Right click on logs folder and send it to Compressed Zip File
- Rename file to ssrang.zip and upload it into Support.com Cloud session using "Upload" button on black bar on customer's screen
UI logs-
- Type %appdata% in Run dialog box
- Go to Supportdotcom/Logs
- Right click on logs folder and send it to Compressed Zip File
- Rename file to UI_logs.zip and upload it into Support.com Cloud Session using "Upload" button on black bar on customer's screen