This article will help to gather information and logs for the Support team to troubleshoot Remote control issues from a Windows system into a Mac.
Information needed
Please record a short video demonstrating the issue.
Number of systems were impacted.
What is the OS version, model, and architecture of the Host (Source), and remote (destination) system?
Click the apple icon on the top left corner > About this Mac > Send us the screenshot of this window.
Logs required from the Source system
On the System that you are connecting from (WINDOWS Source System), please run the following PowerShell command to enable logging -
Set-ItemProperty -Path 'HKCU:\Software\MMSOFT Design\Pulseway\Remote Desktop' -Name LogLevel -Value "DEBUG" -Type String
Reproduce the error.
When the error is generated, share the remotecontrolclient.log file from the "C:\Users\login-username\AppData\Roaming\Pulseway Remote Control\" or installation directory of the Remote Control application" path.
Logs required from the Remote Mac system
On the Mac system, we need the System.log file. Go to the console application (Applications > Utilities folder > Console app) on your MAC, and on the left side, you will find the system.log file, copy that log and send it to us.
On the Mac system, we need Crash Reports. Go to Console > Under Report section on the left > Crash Reports > Send us the information that is present in each login in a different notepad.
Send the above information with the logs to support@pulseway.com