ACC Logs Collecting on macOS

When Should I Collect the Logs?

The main scenario for the Logs Collecting:

  1. Troubleshooting Connectivity Issues: If users report difficulties in establishing or maintaining a VPN connection, logs can provide insights into whether the problem lies with the client, network, or server.
  2. Performance Degradation: When there is a noticeable drop in network performance or speed while using the VPN, collecting logs can help identify bottlenecks or configuration issues causing the slowdown.
  3. Error Analysis: After encountering specific error messages or codes on the VPN client, logs can help decipher the exact nature and cause of these errors.

In essence, a logs collecting should be done whenever there is a need to analyze and understand the behavior of the VPN client and the network, diagnose issues, maintain security standards, and ensure optimal performance.

In most of the cases Acreto Support Engenners may ask you to collect the logs and share the results, before they start to solving your issue.

How to Collect the Logs?  

To collect logs from a macOS device, you need to copy and paste specific files.

  1. Create acc-logs catalog at dektop.
  2. Open Finder and move to /private/var/log/ directory.
  3. Copy the acreto.log to the acc-logs catalog.
  4. Use Finder and move to <user_path>/Library/Application Support/acreto/profiles/ catalog and copy all .log and .conf to the acc-logs catalog.
  5. Move to <user_path>/Library/Application Support/acreto/ and copy the acreto.log file to the acc-logs catalog.
  6. Right-click (or Control-click) on the acc-logs catalog, and from the menu, choose Compress [filename].
  7. Share the compressed file with Acreto Support Engineers.

Netwok Configuration

Network configuration is a crucial part of understanding connection issues on user devices. To share this configuration with Support Engineers, run the below commands in the terminal, replacing the acc-logs path with the full path to the directory:

  1. ifconfig >> acc-logs/ifconfig.txt
  2. netstat -an >> acc-logs/netstat.txt
  3. route -n get default >> acc-logs/route.txt
  4. arp -a >> $acc-logs/arp.txt

Summary

The Logs Collectin gathers all information that may be useful in the issue-solving process. It reduces the time needed to solve the issue at end-user device.