In this article

This article covers how to download log files to troubleshoot issues associated with the Windows Roaming Client.

Send the files to our Support team for review if you are unable to identify the resolution from our support content.

Download log files

Sending our Support team these agent logs is one of the best ways for DNSFilter to diagnose an issue. Windows Roaming Client 1.10.5 and newer has a diagnostic tool built into the agent. 

✍️ If the device has a hidden tray icon, download and run this script to generate the files in C:\temp.  

1. Replicate the issue from the device with the installed Roaming Client
2. Click the DNSFilter Status menu icon
3. Select Diagnostic Tool
   
   
4. Choose a Reason for Diagnostic from the drop down menu
   ✍️ This choice is for data collection purposes and does not impact how the script runs
5. Check both Diagnostic Options
6. Select Run Diagnostic Now

After it has successfully run, it will automatically open the Downloads folder with a diagnostics zip file. This zip file includes:

• Windows System and Application logs (if selected from Diagnostic Options)
• All Roaming Client logs
• The auto-update log
• The agent configuration file
• DNS diagnostics

Attach the zip file to the Support request. 

About the Windows logs

Logging is enabled with the Windows Roaming Client by default. The number of log files kept is limited to a max of 10 files with a size limit of 20 MB per file. Logging then deletes the oldest file each time it gets to 10 log files.

Related Troubleshooting

• Unable to login at airport/hotel/public Wi-Fi
• The agent stays offline when the device wakes from sleep or is unlocked 
• Failed local DNS resolution
• Windows Roaming Client commands: useful while troubleshooting with our Support team
• Enabling DNS over TLS in the Windows Roaming Client 
• Address Hyper-V related conflicts with port binds
• Troubleshoot Limited Connectivity messaging after installing the agent