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Diagnostic Reports
The Diagnostics feature allows you to generate Diagnostic Reports containing specific system information about the customer's machine during support sessions, which can help you troubleshoot technical problems. Diagnostic Reports can also be saved as Text or XML files.
Diagnostic reports are currently unavailable for sessions launched from a Mac. However, PC users can run diagnostic reports for Mac-using customers.
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About Diagnostic Reports
Diagnostic reports include the following information:
- System Summary - lists basic information about the customer's machine, such as its operating system, manufacturer, IP Address, Serial Number, etc.
- Applications - lists all applications currently running on the customer's machine (similar to the Applications tab in Windows Task Manager)
- Processes - lists all processes in progress on the customer's machine (similar to the Processes tab in Windows Task Manager)
- Startup Programs - lists all applications and programs that automatically run when the customer's machine is turned on
- Logical Drives -
- Network Connections - lists all Network Connections mapped on the customer's machine
- Devices - lists all devices installed on the customer's machine (such as external hard drives, web cams, etc.)
- Default Browser - lists details about the customer's current default web browser (i.e., Internet Explorer, Firefox, Safari)
- Services - lists all services currently running on the customer's machine (similar to the Services tab in Windows Task Manager)
- Installed Applications - lists all applications installed on the customer's machine (not just currently running)
- Microsoft Office - lists version and build numbers for any Microsoft Office products installed on the customer's machine
Run Diagnostic Reports
To run a Diagnostic Report on a customer's machine
1. Start an attended support session and have the customer join, or connect to an Unattended Support Computer.
2. Once in session, click Diagnostics in the Viewer's menu.
3. A separate Diagnostic Report window will appear. Click the categories in the left-navigation menu to see the different diagnostic information.
4. To run the report again, click Refresh at the bottom of the Diagnostic Report window.
Note: If the Refresh button is grayed out, you must log back in to the machine to retrieve updated diagnostic information.
5. To compare or view earlier Diagnostic Reports, click View Recent Reports at the bottom of the window and select the report from the list on the drop-down menu.
6. Click the
button in the top-right corner to close the Diagnostic Report window.
Save Diagnostic Reports
You can also save Diagnostic Reports as Text (.txt) or XML (.xml) files for later reference.
To save a Diagnostic Report
1. Start an attended support session and have the customer join, or connect to an Unattended Support Computer.
2. Click Diagnostics in the Viewer's menu.
3. A separate Diagnostic Report window will appear. Click Save As at the bottom of the window.
4. Select Save as Text or Save as XML from the drop-down menu.
5. Choose a destination location for the file in the window that appears, and click Save.
| Views: 3701 | Last Updated: Mon, Apr 15 2013 12:01 PM
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