Generate Blue Border Diagnostics for Support Troubleshooting

In order to diagnose complex issues with Venn's Blue Border™, you can generate diagnostics, a ZIP file with logs from multiple sources designed to help the Venn support team identify the root cause of issues that you might be experiencing when using Blue Border. The Venn support team may ask that you run diagnostics so that they can identify the cause of intermittent or complex issues.

In addition to full diagnostics, Venn also has ReadyBlue, a tool that checks your computer to determine if there are any issues that could be preventing Venn from working. If you are experiencing issues using Venn on a Windows device, run ReadyBlue and reach out to your support team for help resolving issues that may be preventing Venn from working on your device before generating full diagnostics.

ReadyBlue is also included in the diagnostics file that you can generate by following the instructions below.

Learn how to generate remote diagnostics for a user and how to use ReadyBlue and diagnostics for advanced troubleshooting as a Company Manager.

Generate Diagnostics from Workplace on Windows

You can generate diagnostics from the Workplace app when logged in on Windows:

  1. Click Settings in the sidebar.
  2. Click Get logs.

    Settings_Windows.png

A file will be saved on your desktop with the following naming format: workplace-diagnostics-YYYYMMDD-HHmmss.zip.

Generate Diagnostics When You Can't Access Workplace on Windows

If you are unable to log in to the Workplace app, you can still run Workplace diagnostics on a Windows device:

  1. Open File Explorer/Windows Explorer and navigate to the following folder: 
    C:\Program Files (x86)\Workplace\
  2. Locate and double click to run the WorkplaceDiagnostics.exe application.

A file will be saved on your desktop with the following naming format: workplace-diagnostics-YYYYMMDD-HHmmss.zip.

Generate Diagnostics from Workplace on a Mac

You can generate diagnostics from the Workplace app when logged in on a Mac:

  1. Click Settings in the top right corner of the Workplace app.

    Launch_mac.png

  2. In the Workplace preferences window that opens, click Save logs files for troubleshooting.

    Settings_Mac.png

A file will be saved on your desktop with the following naming format: workplace-diagnostics-YYYYMMDD-HHmmss.zip.

Generate Diagnostics When You Can't Access Workplace on a Mac

  1. Launch Finder.
  2. In the Apple menubar, click Go and select Go to Folder... (or use the keyboard shortcut ⇧⌘G).
  3. Copy and paste the following folder path and click Go: 
    /Applications/Workplace.app/Contents/Library/Diagnostics/
  4. Double-click to run the WorkplaceDiagnostics.app application.

A file will be saved on your desktop with the following naming format: workplace-diagnostics-YYYYMMDD-HHmmss.zip.

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