How to collect debug logs from the RingCentral for Mac Softphone

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If you are having troubles with the RingCentral for Mac Softphone, a support agent may request that you collect the debug logs from the app. Follow these steps and send them to your support agent. If you do not have a support case open currently, you can create one at the Contact Support page.
  1. Create a debug.mode file
    • On macOS, you can create a debug.mode file using the Text Edit app.
      1. Open the Text Edit app.
      2. Select on the Format menu in the toolbar, and select "Make Plain Text" (if you see the option "Make Rich Text" then Plain Text is already selected and no action is needed).
      3. Save a blank file while unchecking the "Hide extension" and "If no extension is provided, use .txt" boxes.
      4. Ensure that you then make the title only "debug.mode".

    • You may also create a debug.mode file on Windows and transfer it over to the Mac.
      1. Open Notepad and create a blank file named “debug.mode” and make sure to save it as “All Files”.

  2. Quit the RingCentral app
    • Navigate to the toolbar on the top of the screen and select RingCentral > Quit RingCentral for Mac. This will quit all background processes for the sofphone.

  3. Place the debug.mode file in the RingCentral app directory
    • Open the Finder in the macOS dock (normally at the bottom of the screen).

    • Navigate to the Applications folder, right-click the RingCentral app icon and select "Show Package Contents". This will open a new Finder window showing the directory /Macintosh HD/Applications/RingCentral for Mac.app/.
    • Navigate to Contents/MacOS. Place the debug.mode file here.
  4. Open the RingCentral for Mac softphone again and log in
    • If the issue is related to opening or logging into the app, then immediately after the login issue is reproduced collect the newest log as shown in step 7.
  5. Enable Application Logs for the softphone under Settings > Support

  6. Replicate the issue you are experiencing
  7. Navigate to the Application Support folder (can be done a few ways).
    • The easiest way is to press fn+⌘(command)+F1, or ⌘(command)+F1 keys with the softphone in the foreground. Then select "App data folder". Then navigate to /Softphone/Logs/.

    • If you cannot use the key combination, you must navigate to /Macintosh HD/Users/[username]/Library/Application Support/RingCentral/Softphone (can be done two ways)
      1. The easiest way to do this is to open Finder, then in the toolbar on the top of the display select "Go". You must then hold the 'option' key (alt on PC keyboard) to reveal the "Library" option; select the Library option. From here navigate to /Application Support/RingCentral/Softphone/Logs

      2. You can also navigate to the directory by opening the Finder, in the toolbar at the top of the display select Go > Go to Folder..., then input "~/Library/Application Support/RingCentral" (without quotes) into the field that appears. From here continue to /Softphone/Logs.
  8. Find the log file with the most current date and time
    • If you are providing this information to RingCentral technical support, email the log file to your support representative.
  9. Log out of the RingCentral for Mac softphone and remove the debug.mode file from the directory: /Applications/RingCentral for Mac.app/Contents/MacOS/ (reference step 3)
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Luke, U.S. Tier 1 Support

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Posted 12 months ago

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