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How do I generate debug logs in VNC Connect?

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Jack N RealVNC
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When do I need to enable debug logging?

You may be asked to enable debug logging when contacting RealVNC's Support team. This means increasing the log level to include much more information, recreating the problem, and then sending the log file to us so that we can help you find a solution.

How do I enable debug logging?

You can enable debug logging quickly and easily in the Options/Preferences area of VNC Viewer and VNC Server. Here's how:

VNC Server

  1. Locate the VNC Server icon
    This is in the bottom right, by the clock, on Windows, or in the top right for Mac/Linux. You may need to click the arrow to reveal additional icons if the VNC Server icon is not visible.
  2. Right click on the VNC Server icon and click Options

    mceclip9.png        mceclip11.png

  3. Click Yes on the UAC Prompt (Windows) or enter your Administrator Credentials (Mac/Linux)
  4. Click Troubleshooting, then select Create a debug log file

    mceclip12.png    mceclip13.png

  5. Click OK
  6. Restart VNC Server
  7. Re-create the issue
  8. Send the log files to RealVNC Support. To access the log files, see Where do I find the log files (Windows/Mac/Linux)?

VNC Viewer (Windows/Mac/Linux)

  1.  Open VNC Viewer
  2. Click File (Windows/Linux) or VNC Viewer (Mac)

     mceclip1.png        mceclip8.png

  3. Click Preferences

    mceclip2.png        mceclip6.png

  4. Click Logging (Troubleshooting in later versions), then select Create a debug log file

    mceclip5.png

  5. Click OK
  6. Restart VNC Viewer
  7. Re-create the issue
  8. Send the log files to RealVNC Support. To access the log files, see Where do I find the log files (Windows/Mac/Linux)?

VNC Viewer (Android/iOS)

  1. Open the VNC Viewer app
  2. Tap the Menu button

    start.png

  3. Tap Settings

    menu.png 

  4. Tap Diagnostics

    settings.png

  5. Enable Logging

    logging.png

  6. Re-create the issue
  7. Tap the Menu button again

    start.png

  8. Tap Send feedback

    menu2.png

  9. Tap Email Technical Support

    techsupport.png

  10. Tap Yes to attach the debug log to the email

    attach.png

  11. You will then be taken to your device's email app to send the email. Please include your ticket reference in the email subject.

VNC Server (Android/iOS)

  1. Open the VNC Server app
  2. Tap the Menu button

    mobile_server_1.png

  3. Tap Email support

    mobile_server_2.png

  4. Tap Yes / Attach all logs

    mobile_server_3.png

  5. You will then be taken to your device's email app to send the email. Please include your ticket reference in the email subject.

Where do I find the log files (Windows/Mac/Linux)?

Using the GUI

To open the folder that contains the debug log files, click the 'Show in Folder' button. This can be found in the same area where you enabled debug logging, above.

mceclip4.png

Using the command line / file explorer

VNC Server

If you do not have access to the VNC Server GUI, the log files can be found in the following locations instead:

Windows

C:\ProgramData\RealVNC-Service\vncserver.log
C:\ProgramData\RealVNC-Service\vncserver.log.bak

Mac

/Library/Logs/vncserver.log
/Library/Logs/vncserver.log.bak

Linux

/var/log/vncserver-x11.log
/var/log/vncserver-x11.log.bak
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