Where can I find the ClickShare log files for troubleshooting?

ClickShare has different levels of logging. The most commonly used logs are Base Unit logs (both regular and debug) and ClickShare Client logs.

Base Unit logging

When troubleshooting a ClickShare device, you might need to collect debug logs. To ensure that you gather useful debugging logs for effective troubleshooting and sharing with Barco, please follow the instructions mentioned below carefully.

1. Log in to the ClickShare Configurator (how-to, see KB 2324).
2. Click on the System menu on the left-hand side of the configurator.
3. Click on the Date & Time sub-menu.
4. Make sure that the date and time are correct. Please adjust them if they are not, including the time zone. 
   
   
    
5. Click on the Support & Updates menu on the left-hand side of the configurator.
6. Click on the Troubleshoot sub-menu.
7. Tick the checkbox for Enable debug logging.
   Note: Uncheck Enable debug logging if you only want to capture and download regular logs.
8. Click the Clear logs button.
   
   
    
9. [Imp] Now that debug logging is enabled, please recreate the issue so it can be recorded in the logs, letting the Base Unit reboot if necessary.
   If you are able to note the exact time at which the issue occurs, please record it as this is extremely helpful information.
10. Immediately log into the ClickShare Configurator and go to the Troubleshoot submenu in the Support & Updates menu. Click the Download logs button.
    The Base Unit logs will be downloaded to your computer as a gzipped tarball (.tar.gz) file.
    
    
     
11. Submit the log file for review by attaching it to your Barco eSupport case. If possible be sure to include the time at which the issue occurred.
    
    

ClickShare Button logging

Useful for troubleshooting USB connection and networking problems. To obtain debug logs, please follow the instructions mentioned below carefully.

1. Unplug the Button if it is plugged in and ensure that no ClickShare Clients are running.
2. Depending on whether the ClickShare Launcher is installed on your computer, follow either of these steps:
   • ClickShare Launcher is installed: Plug in the ClickShare Button to your computer while pressing and holding the Shift key on the keyboard.
   • ClickShare Launcher is not installed: Plug in the ClickShare Button to your computer, press and hold the Shift key on the keyboard and open the ClickShare executable on the Button.
3. A message dialog will appear confirming logging is enabled.
   
   
   
4. Navigate to the following folder location on your Windows or Mac computer to obtain the log files:
   • Windows: %LOCALAPPDATA%\Barco\ClickShare App\clickshare.log
   • Mac: ~/Library/Application Support/Barco/ClickShare App/clickshare.log
   Note: DLCap.log and DXCap.log (useful for troubleshooting capturing issues) will also be generated in the same folder.
   
   

ClickShare Desktop App logging

To obtain debug logs from the ClickShare Desktop App, please follow the instructions mentioned below on your Windows or Mac carefully. To collect logging for the App only do NOT use a button during the process.

Caution: Before setting the ClickShare Desktop App into debug mode, ensure it is closed, otherwise you will not be able to get the debug logs. Check if the app is still running in the background by clicking the arrow on the right of the taskbar and looking for the ClickShare App circle logo. If it is present, right-click the logo and select Quit.


Windows:

1. Locate the ClickShare Desktop App icon on your computer.
2. Press and hold Shift key on the keyboard, then click the ClickShare icon or the Open button.
    
   
   Note: Alternatively, on some Windows computer, right-click on the ClickShare icon to open the context menu. While pressing and holding the Shift key on the keyboard, click the Open button in the context menu.
   
3. ClickShare Desktop App will launch along with a dialog box. The dialog box will indicate that debug logging is enabled and show the location of the debug files.
    
    
4. With debug logging now enabled, please recreate the issue to ensure it is recorded in the logs. Allow the computer to reboot or the software to crash if necessary.
5. Once the logs have been recorded, open a new explorer window and type %localappdata%/Barco/ClickShare App into the location bar to access the logging folder.
   
   The logging folder will contain some other files and folders.
   
6. Select all the files and folders in the “ClickShare App” folder and compress into a ZIP file. (right-click the selection and choose “Send To > Compressed (Zipped) Folder” from the context menu).
   
   _{Right-click the selection and choose “Send To > Compressed (Zipped) Folder” from the context menu.}
   After the ZIP file is created, it will appear in the “ClickShare App” folder.
7. Send the ZIP file for review by attaching it to your Barco eSupport case.

Mac:

1. Hold the Shift button and then start running the ClickShare Desktop App. 
2. The debug log file will store to the path: /Users/xxxxx/Library/Application Support/Barco/ClickShare App/clickshare.log.
   
   
   

ClickShare Extension Pack logging

Useful for troubleshooting the issues encountered while installing the ClickShare Extension Pack via the command line using msiexec.exe (how-to, see KB 2959).

1. Open a Command Window (with Admin rights).
2. Browse to the directory where the Extension Pack MSI file is stored by using the cd command 
3. Type C:\Windows\system32\msiexec.exe /i ClickShare-Extension-Pack.msi /l*v ilog.txt.
4. "ilog.txt" is now created in that specific folder.

Note (Mac users): If you’re unsure how to navigate to the ~/Library/Application Support/Barco directory, please browse to /Users/<username>/Library/Application Support/Barco.

ClickShare Launcher logging

Useful for troubleshooting ClickShare Launcher problems.

Windows:

• Open a Command Window (with Admin rights).
• Type cd C:\Program Files (x86)\Barco\ClickShare Extension Pack\Launcher.
• Type clicksharelauncher.exe -enablelogging.
• Now reproduce your issue. (Insert the button in most cases).
• "service.log" file is created in %localappdata%/Barco/ClickShare Launcher

Mac:

• Open a Terminal Window.
• Type cd /Applications/ClickShare\ Launcher.app/Contents/MacOS/.
• Type ./clicksharelauncher -enablelogging.
• Now reproduce your issue. (Insert the button in most cases).
• "service.log" file is created in ~/Library/Application Support/Barco/ClickShare Launcher/