How do I generate debug logs in VNC Connect?

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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

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  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

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  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)

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  3. Click Preferences

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

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  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

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  3. Tap Settings

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  4. Tap Diagnostics

    settings.png

  5. Enable Logging

    logging.png

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

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  8. Tap Send feedback

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  9. Tap Email Technical Support

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

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  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

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  3. Tap Email support

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  4. Tap Yes / Attach all logs

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  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.

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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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