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How can I get log files of a session for support troubleshooting?

If you are facing any issues while using Zoho Assist, you will have to send your log files to our experts so that they can analyze and resolve the problems much faster. Follow the steps below to extract and send the log files to Zoho Assist.

Where to find log files?

The following are the list of logs, that might be needed for troubleshooting purposes. Follow the steps below to extract the log files from your PC.

REMOTE SUPPORT ( When not in service mode )

If Zoho Assist is running as an application in your remote PC i.e if Run As Service mode is not enabled, you can extract the log files using the below commands.

  • Windows XP and below

           C:\Documents and Settings\\Local Settings\Application Data\ZohoMeeting\log

  • Windows Vista and above

           %localappdata%\ZohoMeeting\log

  • Mac OS

           ~/Library/Logs/ZohoAssist

  • Linux

           ~/.zohoassist/ZohoAssist/Logs

REMOTE SUPPORT  (When in service mode) / UNATTENDED ACCESS

If Zoho Assist is running in service-mode in your remote PC i.e if Run As Service mode is enabled, you can extract the log files using the below commands. The steps remain the same for Unattended Access too.

  • Windows XP and below

           C:\Documents and Settings\All Users\Application Data\ZohoMeeting\log

  • Windows Vista and above

            %programdata%\ZohoMeeting\log

  • Mac OS

           /Library/Application Support/ZohoAssist/Log/

  • Linux

           /var/log/ZohoAssist

How to send the log file to Zoho Assist support team?

Follow the steps below to send the log files to our support team. Ensure the log file is zipped before uploading.

  1. From a web browser, connect to https://bonitas2.zohocorp.com/
  2. Under Products, choose Zoho Assist
  3. Enter your ticket ID if you have one
  4. Select the module for which you are uploading the log file
  5. Enter your email address and the address to which you want to receive notifications
  6. Specify the reason
  7. Click Add Files and choose the zipped file 
  8. Click Upload to send the log files to the support team
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