HOW TO

How To Get Log Files from Mac Computers

Issue

Objective

Collect log files for escalated cases from a Mac computer

Environment

  • GoToMeeting
  • GoToWebinar
  • GoToTraining
  • GoToMyPC
  • GoToAssist Corporate
  • GoToAssist Remote Support
  • macOS

Procedure

Important: GoToLogFiles cannot collect logs that are currently in session. Please make sure to exit any sessions prior to running GoToLogFiles.

  1. Download the tool here
  2. Extract the .zip file
  3. Run GoToLogFiles.app
  4. Click Continue
  5. Click the appropriate product
  6. Click OK
  7. Wait for the success message to appear
  8. Email the log files to the representative who assisted you or contact Global Customer Support

Note: If you receive a pop-up message stating "GoToLogFiles" can't be opened because it is from an unidentified developer , you will need to do the following:
  1. Right-click GoToLogFiles.app
  2. Click Open
  3. Click Open again

Answer

Cause

Resolution

Additional Information

The file name will be GoToLogFiles_datestamp.tgz (ie. GoToLogFiles_436471440.tgz)