Diagnostics collection

Collecting diagnostics for contacting Vinteo Desktop support

If you cannot join a conference using Vinteo Desktop, don’t worry. Follow this step‑by‑step guide. The collected files will help support engineers quickly understand the problem.

What you need to do: collect several files and send them to support@vinteo.ru.

Part 1. Log file (event records)

Logs are a chronological record of what happened in the application. They should be collected first.

Option A. The application is running and you can click the buttons

1. Open the Vinteo Desktop application.
2. Go to the “Notifications” tab.
3. Click the “Download logs” button.
4. A logs.zip file should be downloaded. Remember the folder where it was saved (usually “Downloads”).

If the “Download logs” button does nothing or the file does not appear, go to option B.

Option B. The application is frozen, shows a black screen or closed with an error

If the application does not open or you cannot click “Download logs”:

1. Press Win + R on the keyboard (Windows key + R).
2. In the “Run” window, paste or enter:
   %APPDATA%\VinteoDesktop\logs
3. Press Enter.
4. A folder with logs will open. Copy the entire logs folder (right‑click → “Copy”) and paste it, for example, to the Desktop or “Documents”. Then you can archive this folder (right‑click → “Send to” → “Compressed (zipped) folder”) and send it to support.

If you use other OSes, the files may be located here:

• for Linux: ~/.config/VinteoDesktop/logs/main.log
• for macOS: ~/Library/Logs/VinteoDesktop

Part 2. Developer tools (DevTools)

These data show application errors and network requests. Support needs them for detailed diagnostics.

How to open developer tools

1. Start Vinteo Desktop.
2. Press Ctrl + Shift + . (period) on the keyboard.
3. A window with several tabs will open. You need the Console and Network tabs.

Step 1. Save data from the Console tab

1. Go to the Console tab.
2. This tab shows application error and warning messages.
3. Right‑click in the message area.
4. In the menu select “Save as…”.
5. Choose a location (for example Desktop) and save the file. Remember its name.

What to send to support

Put the following into one email:

• the logs.zip file (or an archive of the logs folder if you used option B);
• the file saved from the Console tab (Save as…);
• a screenshot of the error (if available).

Support address: support@vinteo.ru

In the email briefly describe what happened (for example: “cannot connect to the conference”, “black screen on join”, “the application closed with an error”) and attach the listed files.

After sending, Vinteo support specialists will contact you.