In this article:
    Applicable to:
    • Twingate Component: Client
    • Platform: Android, iOS, Linux, macOS, Windows

    Overview

    This article will provide guidance for how to collect the Twingate Client logs across the various supported operating systems.

    📣 Prior to uploading logs, ensure Collect Detailed Logs is enabled. If it isn't follow the below process to enable detailed logging. Once the issue is reproduced again thereafter proceed to log upload or manual log collection.

    To do so, click on the Twingate icon in the system tray, and select More > Troubleshoot. Verify there is a check mark next to Collect Detailed Logs.

    Method 1. Client Log Upload (Windows and Mac - preferred)

    1. Via the Twingate Client, click More > Troubleshoot > Report an issue...
      Windows:
      report_an_issue.png
      Mac:
      Screenshot 2024-06-11 at 1.12.03 PM.png
    2. At the prompt Upload diagnostic logs, click Create ticket to approve of diagnostic logs being uploaded from the device.
      upload_logs.png
    3. A browser window will appear for you to input information. You should already have an existing ticket ID that you should enter in the Existing Support Request ID field. If you are an Admin, please first open a ticket at help.twingate.com by clicking the Open a Support Request button and following the prompts to retrieve your ticket ID to enter into the Upload Logs page to link your logs to a ticket.
      Screenshot 2024-06-11 at 12.49.37 PM.png
    4. Fill in your existing ticket ID, description, and click Upload Logs.

    Method 2. Manual Retrieval (Windows and Mac)

    Click on the Twingate icon in the taskbar, then...

    • On Windows

      select More > Troubleshoot > View Logs:
      view_logs.png
    • Two Explorer windows will open
      %APPDATA%\Twingate\logs\ (no longer used in version 2024.004 and later)
      %PROGRAMDATA%\Twingate\logs\ (only log directory in version 2024.004 and later)
      logs_locations.png
    • For each directory, select all files (Control + A) > Right-Click on the select files >
      1. Windows 10: Send to > Compressed (zipped) folder
        Windows 11: select Compress to ZIP file
        compress.png

    • Attach newly created *.zip files for each ProgramData and AppData to your existing support thread.

    • On Mac

      select More > Troubleshoot > View Logs > Finder:
      Screenshot 2024-06-11 at 1.20.00 PM.png
    • This opens Finder to the log directories defined below, depending on installation method of App Store or standalone.
      Screenshot 2024-06-13 at 9.39.18 AM.png
      - macOS App Store Client
      ~/Library/Group Containers/group.com.twingate/Logs/) in Finder.

      - macOS standalone Client
      ~/Library/Group Containers/6GX8KVTR9H.com.twingate.com/Logs/
      /private/var/log/twingate/

    • Select all files (command + A) > Control-Click (Right-Click) on the selected files > select Compress.
      mceclip0.png
    • Provide Twingate Technical Support with the newly created Archive.zip file.

    Linux

    Prior to retrieving logs, ensure debug logging is enabled. To check and set debug level logging, follow the below steps. Once the issue is reproduced again thereafter proceed generate the log bundle.

    To see what the logging level is, run sudo twingate config. If log-level: is not debug, configure debug logging with the command sudo twingate config log-level debug. Thereafter run the commands twingate stop and twingate start to restart the Client with debug logging.

    Sending Logs to Support

    • When capturing logs to send to our support team, run sudo twingate report . This will generate a ZIP file with diagnostic information in the working directory. The resulting zip file can then be sent to our support team.
    • If journalctl is not installed, the logs will be stored under /var/log/twingated.log. This occasionally is seen when running the Linux Client on a container in headless mode.

    Self-Service Reading Logs

    • For live review of logs, the Linux Client runs as a systemd service with logs retrievable via journalctl. Below is an example command:
    sudo journalctl -u twingate --since "1 hour ago"

     

    iOS

    • When not logged in: within the Twingate app, tap on the Settings gear icon at top right and tap Share with Developer > Save to Files > Attach each file to your open ticket.
    • When logged in: within the Twingate app, tap your Profile image > Share with Developer > Safe to Files > Attach each file to your open ticket.

    Android & ChromeOS

    • Within the Twingate app, top of the Settings "burger" icon at top left, and under Advanced, tap Share Logs with developer.