Diagnostics collection

If it is not possible to join a conference using Vinteo Desktop, collect diagnostic data using the steps below. The collected files will help support engineers quickly understand the problem.

Required actions: collect several files and send them to support@vinteo.ru.

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

1. Open the Vinteo Desktop application.
2. Go to the “Notifications” tab.
3. Click “Download logs”.
4. A logs.zip file should be downloaded. Note 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.

If the application does not open or the “Download logs” button is unavailable:

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 archive this folder (right-click → “Send to” → “Compressed (zipped) folder”) and send it to support.

If another OS is used, the files may be located here:

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

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

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

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.

Put the following into one email:

• the logs.zip file (or an archive of the logs folder if option B was used);
• 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 using the contact details provided.