Introduction
Effective troubleshooting often requires insight into system activity. To assist you efficiently, we may request your log files. This guide outlines when and how to send us your log files, ensuring a prompt resolution to your issue.
Common Issues
During a video chat or while viewing email, you will see our brand image—referred to as the "Flurp"—on the right side of your screen. At application startup (such as Outlook Web Access or Gmail), a spinning grey Flurp is normal and typically indicates the system is connecting. This process usually takes 30 seconds to one minute.
If the Flurp does not connect and remains grey, it means the Sensor is unable to connect with one or more of our validators. Common causes include:
- Lack of internet connectivity
- Antivirus or Endpoint Detection and Response (EDR) software blocking the connection
- Other system-related issues
How to Send Log Files
To help us diagnose and resolve your issue, please send us your log files by following these steps:
- Locate the image of a white piece of paper with an arrow next to the sprocket (settings icon) on the right side of your screen.
- Click this icon to automatically generate and send your complete set of log files to our support team.
Refer to the illustration below for guidance.
Privacy Reminder
We do not collect the content of your emails or video chats. Only metadata, such as email headers, is reviewed for troubleshooting purposes.