Troubleshooting

ActivClient includes a diagnostic tool that collects detailed information about the environment, system state, and connected security devices.

ActivClient Diagnostics can be accessed in two ways:

  1. In the ActivClient Console, click Settings in the left navigation pane.

  2. Scroll down to Logging & Diagnostics and click Show Diagnostics.

    The Settings view with the Show Diagnostics button highlighted

  3. ActivClient performs a diagnostic check and opens the Diagnostics dialog with the results.

    To save the results to a .json file, click Save to File. The file can then be shared with your support team for troubleshooting.

    The Diagnostics dialog

  1. Right-click the ActivClient Agent icon in the notification area.

    Screenshot of the ActivClient Agent icon in the top bar

    Note: The ActivClient Agent icon appears in the notification area only when a supported device is inserted.

  2. Expand the Advanced submenu.

  3. Select Diagnostics.

    Screenshot of the ActivClient options with Diagnostics highlighted

    ActivClient performs a diagnostics check and generates a .json file containing the results. You can share this file with your support team for troubleshooting.

For troubleshooting purposes, ActivClient can generate log files to help identify and resolve issues.

By default, logging is disabled and must be explicitly enabled.

Important: Although logging may start immediately after being enabled, it is strongly recommended to restart the workstation to ensure that events from all relevant applications are logged correctly.

To enable logging in ActivClient Console, see Logging & Diagnostics.

To enable logging using the ActivClient Agent:

  1. Right-click the ActivClient Agent icon in the notification area.

    Screenshot of the ActivClient Agent icon in the top bar

    Note: The ActivClient Agent icon appears in the notification area only when a supported device is inserted.

  2. Expand the Advanced submenu.

  3. Select Start Logging.

    The ActivClient Agent menu with the Start Logging option highlighted

Log File Location

Once logging is enabled, log files are saved by default in the following directory:

/var/log/hidglobal

For some security devices, updates or changes made on a different machine might not be recognized by the system. In such cases, clearing the cache can help resolve the issue.

Use the ActivClient Agent Clear Cache option to clear caches for all tokens:

  1. Right-click the ActivClient Agent icon in the notification area.

    Screenshot of the ActivClient Agent icon in the top bar

    Note: The ActivClient Agent icon appears in the notification area only when a supported device is inserted.

  2. Select Advanced > Clear Cache.

    The ActivClient Agent menu with the Clear Cache option highlighted

Use the ActivClient Console Clear Cache option to clear caches for a selected token only.