======= Windows ======= Obtaining troubleshooting logs and understanding the minimum system requirements for Windows operating system (OS) are both basic steps in troubleshooting issues. .. contents:: :local: :depth: 2 -------------------- Troubleshooting Logs -------------------- When softphone users encounter issues with the application, retrieve Session Initiation Protocol (SIP) logs, crash logs, or audio logs from their devices and send the files to the support team for troubleshooting purposes. ^^^^^^^^ SIP Logs ^^^^^^^^ .. include:: android-devices-troubleshoot.rst :start-after: .. _android-sip-logs-start: :end-before: .. _android-sip-logs-end: .. _enabling-sip-logging-windows: '''''''''''''''''''' Enabling SIP Logging '''''''''''''''''''' .. include:: android-devices-troubleshoot.rst :start-after: .. _android-enabling-sip-logs-start: :end-before: .. _android-enabling-sip-logs-end: .. |ico4| image:: image/g-ios-settings-icon.svg :width: 16 :alt: Desktop application setting icon #. Select |ico4| > **Controls**. #. Enable **Log SIP Traffic**. The **Logs** option displays at the left navigation menu of the **Settings** window. ''''''''''''''''''' Retrieving SIP Logs ''''''''''''''''''' .. include:: android-devices-troubleshoot.rst :start-after: .. _android-retrieving-sip-logs-start: :end-before: .. _android-retrieving-sip-logs-end: .. note:: If users intend to reproduce an error and record its details in the log for troubleshooting, they must first enable the logging function. Refer to the :ref:`enabling-sip-logging-windows` section to turn on this function. #. Select |ico4| > **Logs**. .. note:: On the **Logs** screen, the paths of other log folders, such as the application data and temp data, are visible in the SIP log header. If the support team requires these files for further investigation, use these file paths to locate the files. #. On the **Logs** screen, touch the **Save** button. A **Pick save location** window displays. #. Change the file name or the location to save the files if needed. #. Touch the **Save** button on the **Pick save location** window. #. Send the log text file to the support team. .. raw:: html ^^^^^^^^^^ Crash Logs ^^^^^^^^^^ .. include:: mac-computers-troubleshoot.rst :start-after: .. _mac-crash-logs-start: :end-before: .. _mac-crash-logs-end: ''''''''''''''''''''' Retrieving Crash Logs ''''''''''''''''''''' .. include:: mac-computers-troubleshoot.rst :start-after: .. _mac-retrieving-crash-logs-start: :end-before: .. _mac-retrieving-crash-logs-end: 1. On the user's computer, select **File Explorer**. 2. On the **File Explorer** window, select **Local Disk (C:)** > **Users** > ``{User name}``. 3. Select the **AppData** folder. .. important:: If the **AppData** folder is not visible, select the **View** drop-down arrow from the top navigation menu of the window. Then, select **Show** > **Hidden items**. 4. Select **Local** > ``{application ID}``\ **.storage** > **Troubleshoot** > **ProblemReports**. 5. Copy the crash log and send it to the support team. .. note:: * The crash log is saved in the GZ file format. * ``{User name}`` denotes the user name registered in the computer; ``{application ID}`` denotes the application identifier. .. raw:: html ^^^^^^^^^^ Audio Logs ^^^^^^^^^^ When the users encounter audio-related issues during calls, use audio logs for debugging. Once the users enable audio logging, a new audio log file is generated and stored on their computer every time a new call is made. Audio logs contain audio data recorded in multiple processing stages at intervals of one minute. .. _enabling-audio-data-logging-windows: '''''''''''''''''''''' Enabling Audio Logging '''''''''''''''''''''' Audio logging is not turned on by default. Turn on the logging function so that the softphone application starts collecting audio data for all active calls. #. Select |ico4| > **Sound**. #. Select the **Advanced** button next to **Advanced sound settings**. #. Enable **Record audio data**. ''''''''''''''''''''' Retrieving Audio Logs ''''''''''''''''''''' Softphone users can retrieve audio logs from their computers only after enabling the logging function. Refer to the :ref:`enabling-audio-data-logging-windows` section to turn on this function. 1. On the user's computer, select **File Explorer**. 2. On the **File Explorer** window, select **Local Disk (C:)** > **Users** > ``{User name}``. 3. Select the **AppData** folder. .. important:: If the **AppData** folder is not visible, select the **View** drop-down arrow from the top navigation menu of the window. Then, select **Show** > **Hidden items**. 4. Select **Local** > ``{application ID}``\ **.storage** > **Troubleshoot** > **DiagnosticData**. The file name of an audio log file is generated based on the date and time when the call is initiated. .. note:: * An audio log file contains audio data saved in WAV and .csv file formats. * ``{User name}`` denotes the user name registered in the computer; ``{application ID}`` denotes the application identifier. 5. Copy the audio log and send it to the support team. .. important:: Users who install the softphone application via a .appx installer may encounter difficulty locating the **Troubleshoot** folder as stated in step 4. To locate the audio logs folder: #. Turn on SIP logging by following the steps in the :ref:`enabling-sip-logging-windows` section. #. Select |ico4| > **Logs**. #. Use the **Troubleshoot** file path displayed in the SIP header on the **Logs** screen to navigate to the **Troubleshoot** folder. #. Select **DiagnosticData**. ^^^^^^^^^^ Dump Files ^^^^^^^^^^ When users encounter unexpected unresponsiveness with the softphone application, generate and send a dump file to the support team to analyze the issue. ''''''''''''''''''''' Retrieving Dump Files ''''''''''''''''''''' Generate a dump file in Task Manager. 1. To open Windows Task Manager: a. Press the **ctrl** + **alt** + **delete** keys. b. Select **Task Manager**. 2. On the **Task Manager** window, right-click on the application. 3. Select the **Create dump file** or **Create memory dump file** option. The system is generating the dump file. 4. On the **Collecting process memory dump** dialogue box, select the **Open file location** button. 5. Send a copy of the dump file to the support team. .. note:: A dump file displays in the ``{application_name}``.DMP name format. .. raw:: html --------------------------- Minimum System Requirements --------------------------- .. include:: android-devices-troubleshoot.rst :start-after: .. _android-system-requirements-start: :end-before: .. _android-system-requirements-end: ^^^^^^^^^^^ OS Versions ^^^^^^^^^^^ The minimum supported OS version is Windows 10. ^^^^^^^^^^^^^^^^^^^^^^^ Hardware Recommendation ^^^^^^^^^^^^^^^^^^^^^^^ Our application is designed to be compatible with various deployment scenarios. However, to achieve optimal performance and provide optimal user experience, we recommend using dedicated hardware resources. This allows the application to have full access to the system's resources, resulting in smoother operation and faster response times. Our applications supports a variety of hardware and our recommendation are as follows: * **Processors**: * Epyc and newer models * Ryzen and newer models - minimum 4 cores and 2.4 GHz clock speed * Intel Skylake microarchitecture processors and newer - minimum 8 GB RAM. * **Storage**: Solid-state drive (SSD).