Troubleshooting
Diagnostic Logs and Support Bundle
Collect the exact artifacts support needs to resolve runtime, sync, and data quality incidents faster.
When incidents cannot be resolved with standard fixes, package diagnostics before escalation.
Required Bundle Contents
- Meeting platform + meeting start time
- Workspace id and user email
- Desktop app version and OS version
- Screenshot/video of the observed behavior
- Error text or sync code shown in product
Capture Steps
- Reproduce issue once on a known supported meeting platform.
- Capture exact timestamp for first visible failure.
- Record whether VPN/proxy was active.
- Export any available session diagnostics from app settings.
- Redact personal identifiers (names, emails, IDs) from screenshots and videos before attaching. Use your OS blur/crop tools or a redaction tool.
- Submit ticket with bundle via your organization's approved secure channel. Use encrypted attachments when available and do not share PII in public threads.
Why This Matters
Support can route incidents quickly when the first report includes reproducible context and timeline details. Incomplete reports typically add one to two business days of back-and-forth.
Escalation Priority
- P1: full outage or no transcript for all users
- P2: repeated sync failures impacting active deals
- P3: isolated user/device issue with workaround available
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