Issues with classic Hangouts are logged on your local machine. If you contact Google support for help, they might ask you to do the following:
- Send your classic Hangouts logs
- Submit feedback from classic Hangouts when the issue occurs
Options for capturing logs
Capture Google Video Support Plugin logs (non-Chrome Browser)Complete the following procedure to capture logs from the Google Video Support Plugin installed in browsers other than Chrome.
Tip: See Capture WebRTC logs in Chrome to capture logs in a Chrome Browser or on a Chromebook.
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On the affected computer, run the following commands to enable verbose logging:
Windows command prompt:
reg add "HKCU\Software\Google\Google Talk Plugin" /v loglevel /t REG_SZ /d LS_VERBOSE /f
reg add "HKCU\Software\Google\Google Talk Plugin" /v logfile /t REG_SZ /d %USERPROFILE%\Desktop\gtp.log /f
reg add "HKCU\Software\Google\Google Talk Plugin" /v plugin_log_level /t REG_SZ /d LS_VERBOSE /f
reg add "HKCU\Software\Google\Google Talk Plugin" /v plugin_log_path /t REG_SZ /d %USERPROFILE%\Desktop\gtpbp.log /f
Mac/Linux terminal:
defaults write com.google.GoogleTalkPluginD loglevel -string LS_VERBOSE
defaults write com.google.GoogleTalkPluginD logfile -string $(cd && pwd)/Desktop/gtp.log
defaults write com.google.GoogleTalkPluginD plugin_log_level -string LS_VERBOSE
defaults write com.google.GoogleTalkPluginD plugin_log_path -string $(cd && pwd)/Desktop/gtpbp.log
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Restart the computer to make the verbose logging changes take effect.
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Attempt to hold a classic Hangout on the computer with logging enabled. Proceed to the next step only after you reproduce the problem you're reporting.
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Find gtp.log and gtpbp.log in the desktop and the compressed log files (gtalkplugin-c*.log.bz2) in the following folders, and attach them to an email to your support representative.
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On Windows:
%LOCALAPPDATA%\Google\Google Talk Plugin
IE with virtualized file system:
%LOCALAPPDATA%\Microsoft\Windows\Temporary Internet Files\Virtualized\C\Users\%USERNAME%\AppData\Local\Google\Google Talk Plugin
Windows XP:
C:\Documents and Settings\%USERNAME%\Local Settings\Application Data\Google\Google Talk Plugin
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On Mac OS X:
~/Library/Application Support/Google/Google Talk Plugin
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On Linux:
~/.config/google-googletalkplugin
The log folder may contain multiple old log files that were generated previously. Unless instructed, please send only the latest log files that correspond to the reported problem. -
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To revert back to the default logging setting, run the following commands:
Windows command prompt:
reg delete "HKCU\Software\Google\Google Talk Plugin" /v loglevel /f
reg delete "HKCU\Software\Google\Google Talk Plugin" /v logfile /f
reg delete "HKCU\Software\Google\Google Talk Plugin" /v plugin_log_level /f
reg delete "HKCU\Software\Google\Google Talk Plugin" /v plugin_log_path /f
Mac/Linux terminal:
defaults delete com.google.GoogleTalkPluginD loglevel
defaults delete com.google.GoogleTalkPluginD logfile
defaults delete com.google.GoogleTalkPluginD plugin_log_level
defaults delete com.google.GoogleTalkPluginD plugin_log_path
Download and send logs to Google
- If you’re using a device running Chrome OS, after the device restarts, sign in and reproduce the issue.
If you’re using Chrome Browser, restart the browser and reproduce the issue. - Open a Chrome Browser tab and enter chrome://webrtc-logs.
- Note the date, time, and Report ID.
- Right-click the log file
click Save link as.
- Navigate to where you want to save the file and click Save.
Log files are retained for 5 days. After that, they’re purged. - Go to Report a problem with Google Meet and follow the steps to send the logs to Google support.
Automatically send logs to Google
- Start a video call
click Settings
.
- Check the Report additional diagnostics to help improve Hangouts box.
- Click Done.