This article focuses on troubleshooting Teams related issues that is impacting a particular user or a particular workstation. Teams (client for windows) has three types of logs –
- Debug log
- Media log
- Desktop log
When a user report issue with help desk, all three of these logs should be collected.
The “media log” may not be turned on, in that case, collect the other two types of log and turn on media logging by following the instructions.
Debug log contains very detailed data of all the interactions related to the teams client.
- Log on to user’s machines.
- Click once on the “Teams’ application to make sure it is maximized, and user is signed-in
- If teams client is minimized log won’t generate
- From your keyboard type in “CTRL + Alt + Shift +1” (the last key is the number 1) – all 4 keys at once and let go of the keys. You should see a notification like screenshot below showing that a debug log has been downloaded.
- If you do not see this information pop-up, try again.
- Collect the debug logs from – %userprofile%\Downloads
Media logs has to be turned on from the Teams client for users with call or issues related to meetings. Note that, this log should not be kept on since it generates large amount of data and can cause performance issue in the long run. Media log contains audio video data processing related information.
- From Teams client -> Click on the user’s icon top right -> Select ‘Settings’
- From the “Settings” menu -> in General tab -> Select the last check box -> “Enable logging for meetings diagnostics”
- Restart Teams for this log setting to take into effect.
- This setting will be helpful next time user has a problem.
- The log files will be located in – %appdata%\Microsoft\Teams
- There are 2 sub-folders – Media-Stack and Skylib
- Collect logs from both folders with timestamp close to the user’s experience.
- From desktop -> click the up-arrow key on the taskbar to open system tray
- From the system tray -> Right click on Teams icon -> select the option “get logs”
- A log file will open on notepad -> Select -> file -> Save as -> save the file with date and time at a preferred location, example c:\temp\logs<date.time>.txt
- By default, the log file is located at – %appdata%\Microsoft\Teams\logs.txt
Collecting the log is perhaps the easy part, next step is understanding what is going on. I will soon post a blog about understanding these logs.