Connector Log Collection

If you need to collect logs for troubleshooting the Splashtop Secure Workspace Connector, you can either upload logs directly through the web console or manually collect them depending on your situation.

Option 1: Upload Logs via Web Console (Recommended)

If the connector is running and accessible:

Navigate to the SSW Web Console → Deployment → Connector page.
Locate your connector and click the “Upload Logs” button under the Actions column.
Once the logs are uploaded successfully, please provide your Organization ID and Connector Name to support so we can help identify the issue.

Option 2: Manual Log Collection

If the connector cannot upload logs (e.g., due to startup or upgrade issues), please follow the instructions below based on your operating system or deployment method.

Windows Log Collection

Locating the Logs

Open File Explorer.
Navigate to the following directory:
```
C:\ProgramData
```
Locate a folder with your connector’s name. The folder name follows this format:
```
connector-{connector-name}
```
For example, if your connector name is foobar, then the folder name will be connector-foobar.
Inside this folder, locate the log directory.
The main log file to collect is:
```
log\connector.log
```

Compressing and Sending Logs

Once you have located the logs:

Right-click the log folder.
Select Send to > Compressed (zipped) folder.
Send the compressed file to support or attach it to your ticket.

MacOS Log Collection

Locating the Logs

Open the Terminal application.

Navigate to the connector log directory:

cd /Library/Application\ Support/connector-{connector-name}/log

Identify the primary log file:
```
connector.log
```

Compressing and Sending Logs

To prepare logs for support:

Run the following command to create a compressed archive:
```
tar -czvf connector-logs.tar.gz connector.log
```
Attach connector-logs.tar.gz to your support ticket or send it to support.

Linux Log Collection

Locating the Logs

Open a terminal.
Navigate to the connector log directory:
```
cd /etc/connector-{connector-name}/log
```
Identify the main log file:
```
connector.log
```

Compressing and Sending Logs

To package logs for support:

Run the following command:

tar -czvf connector-logs.tar.gz connector.log

Attach connector-logs.tar.gz to your support ticket or send it to support.

Docker Log Collection

If you deployed the connector using Docker, you can collect logs using the following method:

Retrieving Logs from a Running Container

Identify the running container:
```
docker ps | grep ssw-connector
```

Retrieve logs from the container:

docker logs {container-id} > connector-logs.txt

Compressing and Sending Logs

Compress the log file:

tar -czvf connector-logs.tar.gz connector-logs.txt

Attach connector-logs.tar.gz to your support ticket or send it to support.

Helm Log Collection

If you deployed the connector using Helm, use the following steps to collect logs:

Retrieving Logs from Kubernetes Pods

List running pods:
```
kubectl get pods -n ssw-connector
```

Retrieve logs from the connector pod:

kubectl logs {pod-name} -n ssw-connector > connector-logs.txt

Compressing and Sending Logs

Compress the log file:

tar -czvf connector-logs.tar.gz connector-logs.txt

Attach connector-logs.tar.gz to your support ticket or send it to support.

Additional Notes

Ensure that log collection is performed before uninstalling the connector.
If experiencing issues, also collect system logs (Windows Event Viewer logs, MacOS Console logs, or Linux syslogs) for additional debugging.
If the logs are too large, consider splitting them before sending.