How-to: Prepare a Support Request
Goal: collect everything DeskAlerts support needs to investigate a problem — the diagnostics bundle, the versions, and the client logs — in one go. About 10 minutes.
Before you start: an administrator account; access to the affected workstation if the problem is on the agent side.
1. Reproduce the problem
Do it in the browser session you will download the bundle from: the bundle includes the errors, requests, and visited pages of that session, so the failing requests are captured.
2. Download the diagnostics bundle
- Open Settings → Troubleshooting → Logging.
- Under Diagnostics, click Download diagnostics. The button shows a spinner for a few seconds while the server collects the logs, then the browser saves
da-diagnostics-<date>-<time>.zip, withmanifest.json,client-diagnostics.json(browser errors, requests, visited pages, service health), andserver-logs.json(the logs of every service for today and yesterday, the most recent 1,000 lines of each).
Passwords and tokens are masked, and user names, e-mail addresses, host names, and IP addresses are replaced by pseudonyms (user-1, email-3, host-1) before the archive is written. It is a plain ZIP — open it if your policy requires a check before sharing. If the problem happened more than a day ago or a log is rolling quickly, also copy the full log files from the server.
3. Note the versions
| Version | Where |
|---|---|
| Server build | Top-right corner of any portal page — Powered by DeskAlerts© v12.1.0.3. Write it down: the bundle's sanitizer replaces four-part version numbers by ip-<n> pseudonyms |
| Desktop agent | The About page of the agent window on the workstation |
| Mobile app | More → Troubleshooting in the app |
4. Collect client logs if the problem is on a device
| Client | Where |
|---|---|
| Windows agent | <date>_client.log in C:\Program Files\ToolBarStudio Inc\DeskAlerts Client software\DeskAlertsClient\, Logs\<date>_clientService.log for the service, and %LOCALAPPDATA%\DeskAlerts\logs |
| macOS agent | /Applications/DeskAlertsClient.app/Contents/MacOS/*.log |
| Mobile app | More → Troubleshooting, double-tap the version, Export |
Include the agent details from its About page (registration type, server, hub state, registration status) for registration or connection problems. Export diagnostics on the same page collects the agent logs to attach.
5. Describe what happened
Write down, briefly:
- What you did, what you expected, and what happened instead — with the time, so that it can be found in the logs.
- The alert involved: its title, the time it was sent, and its Alert Tracking Report (Print or a screenshot) for delivery problems.
- What changed recently: an update, a certificate renewal, a change in the directory or the network.
6. Send it
Email support@deskalerts.com with the description, the versions, the diagnostics bundle, and the client logs. Reference the License page's Support level if your plan has a dedicated channel.
Afterwards, turn Extended error screens off if it was switched on for the investigation.