AgentAssist Maximum Logging
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AgentAssist Maximum Logging

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Article Summary

Whether a user is having issues prior to getting logged in to AgentAssist, or having issues while logged in, it can be helpful to turn on "maximum" logging to gather information about their system and AgentAssist. 

Maximum logging includes AgentAssist client logging, which is generally turned on in nVoq.Administrator (but can also be turned on from the client), and Java logging, which is turned on from a utility that is run on the user's machine. After both of those are turned on, try to reproduce the issue to get the behavior to be added to AgentAssist client and/or Java logs. 

Step 1: Turn on AgentAssist client logging.

See Collect Log Files for Users

Step 2: Turn on Java logging.

See Enable Java Logging

 If AgentAssist was launched from an executable (.exe) file instead of with Java Web Start, Java logging is not applicable. 

Step 3: Reproduce the issue.

Try to reproduce the issue to get the behavior to be added to the client and/or Java logs.

  1. Log back in to AgentAssist (if possible) and try to reproduce the issue. 
  2. Make a note of the date and time that the issue occurred, and then exit AgentAssist.
  3. Send an email to [email protected] that includes the time and date of the occurrence. 

IF it is NOT POSSIBLE TO LOG IN to AgentAssist:

  • Send an email to [email protected] that includes all files in %userprofile%\AppData\LocalLow\Sun\Java\Deployment\log\
    • This may already be open from running the utility, but if not: Right-click on the Start menu and select Open Windows Explorer. In Windows Explorer, copy and paste %userprofile%\AppData\LocalLow\Sun\Java\Deployment\log\ into the address bar)

IF the AgentAssist client CRASHED:

  1. Look for a text file with a .PID file extension on your desktop after a crash and send that to [email protected].