This article will help to gather information and logs for the Support team to troubleshoot Remote control issues between Windows systems.

Information needed

1) The OS version and architecture of the Source and Destination systems

2) Number of systems impacted. Does the issue affect one or multiple systems?

3) Short video recording demonstrating the issue.

4) Logs required from the Source system

On the System that you are connecting from (Source System), run the following Powershell command to enable logging -
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​Set-ItemProperty -Path 'HKCU:\Software\MMSOFT Design\Pulseway\Remote Desktop' -Name LogLevel -Value "DEBUG" -Type String
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OR

​New-ItemProperty -Path 'HKCU:\Software\MMSOFT Design\Pulseway\Remote Desktop' -Name LogLevel -Value "DEBUG" -Type String
​
Kindly replicate the error by using the Pulseway Remote Control application and share the remotecontrolclient.log file from either the "C:\Users\login-username\AppData\Roaming\Pulseway Remote Control" directory or the installation directory of the Remote Control application.

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5) Logs required from the Remote system

Provide trace and remotecontrolagent logs from the Remote/Destination system.
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a) To get the trace log, please remote into the Destination system, open the Pulseway Manager and enable the Diagnostic Logging under Settings>> Diagnostics>> Apply.
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OR run the script from the Pulseway WebApp to enable the logs.

Set-ItemProperty -Path "HKLM:\Software\MMSOFT Design\PC Monitor" -Name "DebugLog" -Value "1"
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b) Please reproduce the issue (Take the remote control of this system using the Pulseway Remote Control application and wait for 5 minutes.)
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c) Once done, go to Pulseway's installation folder on the remote machine (C:\Programfiles\Pulseway) and search for trace.log and also for remotecontrolagent log and send them to us.

Send the above information with the logs to support@pulseway.com.