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Windows

Obtaining troubleshooting logs and understanding the minimum system requirements for Windows operating system (OS) are both basic steps in troubleshooting issues.

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

SIP logs are generated by the softphone application. The logs contain communication details such as the application information, device information, network information, and error messages during calls or registration.

Enabling SIP Logging

SIP logging is not enabled by default. The softphone application collects troubleshooting logs once the logging function is enabled. To ensure that error details are recorded in the logs, users must enable this function before errors occur.

  1. Select > Controls.
  2. Enable Enable troubleshooting. The Troubleshooting option displays at the left navigation menu of the Settings window.

Retrieving SIP Logs

Softphone users can retrieve SIP logs (either the current SIP log or all available SIP logs, including logs from previous application runs) in the application only after enabling the SIP logging function.

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 Enabling SIP Logging section to turn on this function.

Note

Exporting all logs is recommended when issues occur intermittently or across multiple application sessions, as it provides additional historical data for troubleshooting.

  1. Select > Troubleshooting.

Note

To open the log, select the View button next to the View SIP logs option. 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 paths to locate the files.

  1. Select one of the available Export options next to SIP Logs:
    • Export SIP log – exports the current SIP log as a text file.
    • Export all SIP logs – exports all available SIP logs, including logs from previous application runs, as a ZIP archive.
  2. Select the Export button next to the Export SIP log option.
  3. On the dialog box, change the file name or the location to save the file if needed.
    • The exported file is saved as a TXT file for a single log or a ZIP archive when exporting all logs.
  4. Select the Save button.
  5. Send the log text file to the support team.

Crash Logs

A crash log is generated by the softphone application when it crashes or encounters an error that causes it to shut down. The log contains the error details that are useful for diagnosing and debugging.

Retrieving Crash Logs

Softphone desktop application users can retrieve crash logs from their computers when they encounter an application shutdown, and send the files to the support team for investigation.

They can retrieve crash logs either directly from the application or manually from the operating system file system. Exporting crash logs from within the application is the preferred method. Manual retrieval should be used when the application cannot be started or crashes on launch.

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.
Exporting Crash Logs from the Application

Crash reports can be exported directly from the Troubleshooting section of the application settings.

  1. Select > Troubleshooting.
  2. In the Problem Reports section, select one of the following options:
    • Export problem reports – exports all available crash reports as an archive file.
    • Export all troubleshooting data – exports all troubleshooting logs and crash reports as a single TAR archive.
  3. On the dialogue box, change the file name or the location to save the file if needed.
  4. Select the Save button.
  5. Send the exported archive file to the support team.

Note

The Export all troubleshooting data option is useful when the root cause of an issue is unclear, as it provides the support team with a complete set of logs and crash reports for analysis.

Retrieving Crash Logs from the File System
  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.

  1. Select Local > {application ID}.storage > Troubleshoot > ProblemReports.
  2. Copy the crash log and send it to the support team.

Audio Logs

When 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 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.

  1. Select > Sound.
  2. Select the Advanced button next to Advanced sound settings.
  3. 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 Enabling Audio Logging 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.

  1. 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.
  2. Copy the audio log and send it to the support team.

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.

Important

Users who install the softphone application via an .appx installer may encounter difficulty locating the Troubleshoot folder as stated in step 4. To locate the audio logs folder:

  1. Turn on SIP logging by following the Enabling SIP Logging section.
  2. Select > Logs.
  3. Use the Troubleshoot file path displayed in the SIP header on the Logs screen to navigate to the Troubleshoot folder.
  4. 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:
  2. Press the ctrl + alt + delete keys.
  3. Select Task Manager.
  4. On the Task Manager window, right-click on the application.
  5. Select the Create dump file or Create memory dump file option. The system is generating the dump file.
  6. On the Collecting process memory dump dialog box, select the Open file location button.
  7. Send a copy of the dump file to the support team.

Note

A dump file displays in the {application_name}.DMP name format.

Turnkey Messaging Logs

Turnkey messaging logs record SIP logs and information about the messaging service process, including the message delivery status and any errors that occurred. The messaging logs are useful for troubleshooting issues specific to our Turnkey messaging solution.

Note

Acrobits Turnkey messaging solution is different from SIMPLE messaging and Fetch Messaging. If the softphone has issues with sending or receiving SIMPLE or Fetch instant messages, use the SIP log workflow at the top of this page.

Retrieving Turnkey Messaging Logs

Users must first enable the logging function before retrieving the messaging log file. Refer to the Enabling SIP Logging section to turn on this function.

  1. Select the Chat tab.
  2. Hover the cursor within the messaging pane, and then right-click.
  3. Select Share logs in the menu. A Pick save location window displays.
  4. Change the file name or the location to save the files if needed.
  5. Select the Save button on the Pick save location window.
  6. Send the log text file to the support team.

VoIP Test Bench

The VoIP Test Bench is a diagnostic tool available in the softphone desktop application that allows users to run a series of automated VoIP-related tests. These tests help identify common connectivity issues and configuration problems related to SIP registration, SIPIS server reachability, and push notification delivery.

The test results can be exported as a text file and shared with the support team for further analysis.

The VoIP Test Bench is especially useful when users experience issues with:

  • SIP or SIPIS server registration
  • Network connectivity affecting VoIP services
  • Push notifications not being delivered

Running VoIP Test Bench

Softphone desktop application users can run the VoIP Test Bench from the Troubleshooting section in Settings and review the outcome of each executed test.

  1. Select > Troubleshooting.
  2. Select the View button next to the VoIP Test Bench option.
  3. Select the Run tests button.
  4. Wait until all tests complete.
  5. Review the list of executed tests and their results.

Each test is marked as Passed or Failed to indicate its outcome.

Sharing VoIP Test Bench Logs

After running the tests, users can export the test results as a text file and share them with the support team for troubleshooting.

  1. Select the Share button in the VoIP Test Bench view.
  2. On the dialogue box, change the file name or the location to save the file if needed.
  3. Select the Save button.
  4. Send the exported TXT file to the support team.

The exported file contains a detailed log of all executed tests and their results, which helps identify potential connectivity or configuration issues.

Minimum System Requirements

To ensure the softphone application runs smoothly, user devices must meet certain minimum system requirements.

OS Versions

The minimum supported OS version is Windows 10 22H2.

Hardware Recommendation

Our applications support a variety of hardware and our recommendation is:

  • CPU specifications: 64-bit architecture, minimum 4 cores, 2.4 GHz clock speed or higher
  • CPU model: Intel Skylake (6th generation, 2015), AMD Epyc, Ryzen, and newer models
  • RAM: Minimum 8 GB RAM
  • Storage: Solid-state drive (SSD)

Important

Virtual machines, virtual desktops, or similar setups are not supported. These configurations may lack the necessary resources and performance to ensure optimal application behavior.