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Generating Troubleshooting Data

Generating Troubleshooting Data

If you are experiencing problems with a Safe VPN application, it is really helpful for us to have the log files from the software in order to diagnose and fix the problem. Rest assured that no personal, identifiable information is stored in the log files - it simply outputs the actions and processes the software takes.

To generate log files on Windows OS:

  • Hold the shift key and right-click on the Safe VPN system tray icon
  • In the context menu, click Generate Troubleshooting Data...
  • Observe a zip file has been created on the desktop
  • Attach the zip file to an email to support@safevpn.com
The log files can also be manually located at: C:\Program Files (x86)\Safe VPN\logs\ or C:\Program Files\Safe VPN\logs\
 

To generate log files on Mac OSX:
  • Hold the alt key and right-click on the Safe VPN menu bar icon (up into top right, near the clock)
  • In the context menu, click Generate Troubleshooting Data...
  • This will create a zip file on your desktop
  • Attach the zip file to an email to support@safevpn.com

The log files can also be manually located at: ~/Library/Application Support/safevpn.com/logs/
To navigate to this location, use Finder and select Go to folder in the menu bar.


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