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BethChimeAWS asked ·

How do I collect and send Amazon Chime diagnostic logs?

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BethChimeAWS avatar image
BethChimeAWS answered ·
Your client logs may be helpful in trying to determine root causes of an issue you may be experiencing. If you are asked to provide Diagnostic Logs please follow the following steps.

To initiate sending the logs to Amazon from a client where you signed in:
  • On Windows and macOS, navigate to Help > Send Diagnostic Logs
  • On iOS and Android, navigate to Settings by clicking on the gear icon in the upper left and then choose Send diagnostic logs
  • On the web application, navigate to Amazon Chime menu (to the right of your name) > Settings > Send Diagnostic Logs
  • Choose Send
  • The client will indicate that the logs have been sent and will generate and present you with a reference number.
  • Please provide the reference number in the ticket or thread you have with the Amazon Chime team.
To initiate sending the logs to Amazon from a client where you are NOT signed in:
  • On Windows: Launch the app and choose Help in the upper right of the screen and then Send Diagnostic Logs. Provide an email address and choose Send. Include the email address used in your trouble ticket.
  • On macOS: Launch the app and choose Send Diagnostic Logs from the Help on the top left menu bar. Provide an email address and choose Send. Capture the reference ID and provide it in your trouble report.
  • On iOS and Android: Launch the app and choose Send Logs in the upper right. Enter your email address and choose Send. Capture the reference ID and provide it in your trouble report.
  • On the web application: Click on the meeting link again and join (even if the meeting has ended), Leave the meeting and then choose Leave feedback, provide an email address and make sure the check box is checked for Include diagnostic logs. Include the email address used in your trouble ticket.

Only perform the following if your Trace logs are requested ...

Sending logs through Chime captures a limited span of information, so if it's been a few days, or if you've had a lot of Chime activity, they may not contain needed information and you may be asked for your Trace logs. Here's how to do that.

Windows:
  1. Launch Windows Explorer (where you manage your files). On Windows 7 you can choose Start > Computer > Local Hard Drive
  2. Type in %appdata% in the address bar (this is a shortcut that will take you directly to the AppData/Roaming folder)
  3. Select the Chime folder

4. Open the logs file.


5. The trace files will be in this folder.

6. Copy the requested date's files (date in the file name) to your desktop and send via email.

Mac:
  1. Open Finder
  2. Click Go and then hold down the option key
  3. When the option key is held down you should see the Library folder

  4. Select Library
  5. Navigate to Logs > Amazon Chime

6. Copy the requested date's files (date in the file name) to your desktop and send via the requested method.

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Documentation

View the Amazon Chime User, Administration Guide and API Reference on the AWS Documentation site.

Website

Find more information about the Amazon Chime solution, pricing, customer references, getting started, and other resources.