Troubleshooting

If you encounter issues with the ActivClient for ChromeOS extension, our support team may request logs and/or diagnostic data to assist with troubleshooting and further investigation.

Important: Logs may contain sensitive information. Before sharing them with the support team, review and remove any sensitive data.

To enable logging and collect logs and diagnostic data:

On your computer, open Chrome.
At the top right, click the kebab menu icon , select Extensions and then click Manage extensions.
Locate the HID ActivClient tile and click Details.
In the ActivClient extension details window, click Extension options.
In the ActivClient extension options dialog, click the Enable logging toggle in the Troubleshooting section to enable logging.
Reproduce the issue you are experiencing.
If the ActivClient extension options dialog is not already open, follow steps 1–4 to reopen it, then click the Generate diagnostics & logs link.
Links to the latest log and diagnostic data files are displayed. Click the links to download the required data.
Open the downloaded log and/or diagnostic data files and remove any sensitive information they contain.
Save the files and provide them to the support team.

Note: To generate only the card diagnostic data file without a log file, leave the Enable logging toggle cleared. In this case, only the Generate diagnostics link is displayed. Click the link to generate the diagnostic data file.