Capture logs for classic Hangouts

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. 

  1. 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
  2. Restart the computer to make the verbose logging changes take effect.

  3. 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.

  4. 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.

    • 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

    • On Mac OS X:
      ~/Library/Application Support/Google/Google Talk Plugin

    • 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.
  5. 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
Capture WebRTC logs in Chrome Browser or on a Chrome device

Download and send logs to Google

  1. 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.
  2. Open a Chrome Browser tab and enter chrome://webrtc-logs.
  3. Note the date, time, and Report ID.
  4. Right-click the log fileand thenclick Save link as. 
  5. Navigate to where you want to save the file and click Save.
    Log files are retained for 5 days. After that, they’re purged.
  6. Go to Report a problem with Google Meet and follow the steps to send the logs to Google support.

Automatically send logs to Google

  1. Start a video calland thenclick Settings .
  2. Check the Report additional diagnostics to help improve Hangouts box. 
  3. Click Done.

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