ISL Log Files

Every ISL Online application records what it does in a log file. When a session is experiencing issues, the log file is the quickest way to find out why.

This article collects the instructions for finding the log files of all ISL Online applications in one place.

Note: When you contact ISL Online support about a problem, attach the log file of the application where the problem happened. If the problem happened during a session, logs from both the operator's and the client's computer are the most helpful.

• ISL Light
• ISL Light Client
• ISL Light Mobile
• ISL AlwaysOn
• ISL Online Cache Folder
• ISL Conference Proxy
• ISL Pronto
• ISL Groop
• ISL Tools

ISL Light

Open the Log File from the Application

Click the "Menu" button and select "View Log File". This works the same way on Windows, macOS and Linux, and you can do it before you log in to ISL Light.

Open the Local or Remote Log During a Session

During a session, click the "Security" button in the toolbar. You have two options:

• Log Local - opens the ISL Light log for your own computer in your default text editor.
• Log Remote - opens the ISL Light log for the remote computer in your default text editor.

Find the Log File and Crash Reports on Disk

If ISL Light crashed or will not start, open its working directory instead. The log file is always named trace.out. The location depends on your operating system and on whether you installed ISL Light or used the Run Once option.

• Windows (installed or Run Once): %localappdata%\ISL Online Cache\ISL Light\
• macOS, installed: /private/var/folders/<...>/T/1 (the folder names in the middle of the path differ from computer to computer)
• macOS, Run Once: /Users/<username>/.islonline/Cache/ISL Light/1/ISL Light*.app/Contents/MacOS
• Linux, installed: /tmp/1
• Linux, Run Once: ~/.islonline/Cache/ISL Light/1

Besides trace.out, the working directory of a crashed ISL Light also contains the crash report files:

• Windows: coredump.txt (crash summary), ISL_Light*.gzt (zipped crash report), ISLMini*.dmp (crash dump)
• macOS: ISL_Light*.gzt (zipped crash report), isllight1.core (core dump), isllight1.crash (stack trace), isllight1.minicrash (stack trace of the crashed thread)
• Linux: core (core dump)

Note: Each running instance of ISL Light gets its own numbered folder (1, 2, 3 ...). If you see more than one, open the one that was modified most recently.

Note: The AppData, .islonline and /private folders are hidden by default. To show them:
Windows 11: View > Show > Hidden items
Windows 10: View > Options > Change folder and search options, then on the View tab select "Show hidden files, folders and drives"
macOS: in Finder, press Cmd + Shift + . (period)
Linux: press Ctrl + H in your file manager

More information: Windows, macOS, Linux, Cache Folder.

ISL Light Client

ISL Light Client is the application your client runs to join a session. Its log file is stored in the client's working directory:

• Windows: C:\Users\<username>\AppData\Local\ISL Online Cache\, open the numbered folder (usually "1"). The log file is named ISLClient.out.
• macOS: /Users/<username>/.islonline/Cache/ISL Light Client/1/, right-click isllight.app, select "Show Package Contents" and open Contents/MacOS. The log file is named trace.out.
• Linux: ~/.islonline/Cache/ISL Light Client/1/. The log file is named trace.out.

Note: If ISL Light Client was started more than once, each run has its own numbered folder. The one with the newest "Date modified" is usually the one you need.

More information: Windows, macOS, Linux.

ISL Light Mobile

iOS

1. Tap the "Menu" button.
2. Tap "Log".
3. Tap the icon in the bottom left corner.
4. Tap "Email Log File" to send it, or copy the log to the clipboard and share it another way.

Two logs are attached to the email. The second one, the screen recording log, is created when the iOS device shares its own screen and describes the screen recording process.

Android

1. Tap the "Menu" button in the top bar.
2. Tap "Log".
3. Send or delete the log from the dropdown menu.

More information: iOS, Android.

ISL AlwaysOn

Service Log Files

ISL AlwaysOn keeps its log files in its installation directory. All files with the .out extension are log files.

• Windows: C:\Program Files (x86)\ISL Online\ISL AlwaysOn. The main log files are aon_service.out and aon_monitor_1.out.
• macOS: /Library/Application Support/ISLAlwaysOn. The main log files are aon_service.out and aon_monitor.out.
• Linux: /opt/ISLOnline/ISLAlwaysOn. The main log file is aon_service.out.

Session Logs on the Remote Computer (Windows)

Each unattended session also writes its own log on the remote computer. Where you find it depends on how the operator connected:

• Installed ISL Light: C:\Program Files (x86)\ISL Online\ISL AlwaysOn\sessions\<session_id>
• Downloaded ISL Light: C:\Users\<current_user>\AppData\Local\ISL Online Cache\ISL Light Client\<session_id>

More information: Accessing the Log File.

ISL Online Cache Folder

Sometimes our support team needs more than a single log file and will ask you to send the entire ISL Online Cache folder. On Windows, ISL Light, ISL Light Client, ISL Groop and ISL Network Start all keep their working files and logs in this one folder. Sending all of it lets our team pick out the files they need, including logs you might not think to include, such as errors from ISL Network Start that happen before the application opens.

1. Close all ISL Online applications, so that no files in the folder are in use.
2. Press Win + R, type %localappdata% and press Enter.
3. In the folder that opens, right-click the "ISL Online Cache" folder and select "Compress to ZIP file" (Windows 11) or "Send to > Compressed (zipped) folder".
4. Send the resulting .zip file to your support agent.

Note: The compressed folder can be larger than 100 MB. If it is too large to attach to an email, let your support agent know.

Note: The folder contains the log files of all ISL Online applications you have run on this computer. ISL AlwaysOn stores its logs in a separate location, see ISL AlwaysOn.

ISL Conference Proxy

Server Log File

The server log file is named confproxy_server.log and is stored in the ISL Conference Proxy installation directory:

• Windows: C:\Program Files\ISL Conference Proxy
• Linux: /opt/confproxy

Note: On Linux, the confproxy directory belongs to the islcp user that was created during installation. Log in as islcp or use administrative privileges to open it.

Log Settings

You control what gets logged in the ISL Conference Proxy administration under "Configuration > Logs". There you can limit the log file size and number of files, set how often a new log file is created, and choose how much detail each subsystem logs, from 0 (Emergency) to 7 (Debug). By default, events of severity 4 (Warning) and higher are logged, and events of severity 2 (Critical) and higher are also emailed to the system email addresses.

Activity Log

With "Record activity log" enabled, ISL Conference Proxy records all user and admin actions, including Single Sign-On (SSO) activity, in a separate file for each day:

<ICP directory>/activity_log/YYYY-MM-DD.csv

Use "Limit activity log files (in days)" to set how long they are kept.

Crash Reports and Error Emails

When an application connected to your server crashes and the user clicks "Report", two things happen: the crash files are uploaded to "Configuration > Advanced > File Storage > Crash reports", and an error report is emailed to the address set in "Configuration > Basic > E-mail setup".

Whether crash files are kept depends on "Max crash report age in seconds" and "Crash report name filter" in "Configuration > Logs". To stop the error emails, set "Report module errors to system email address(s)" to "No" in the same place.

More information: Accessing the Log File, Logs, Monitoring Crashes.

ISL Pronto

ISL Pronto does not write a log file by default. Turn logging on as follows.

Windows

1. Quit ISL Pronto if it is open.
2. Open the ISL Pronto installation directory (default: C:\Program Files (x86)\ISL Online\ISL Pronto).
3. Open debug_options.txt, delete its contents, enter log_on_desktop=TRUE and save the file.
4. Start ISL Pronto. The log file islpronto_log.txt is created on your desktop.

macOS

1. Quit ISL Pronto if it is open and open Terminal.
2. Go to the application folder and start ISL Pronto with logging:

cd "/Applications/ISL Pronto.app/Contents/MacOS/"
./islpronto &> "$HOME/Desktop/islpronto_log.txt"

The log file islpronto_log.txt is created on your desktop.

Linux

1. Quit ISL Pronto if it is open and open a terminal.
2. Go to the installation folder and start ISL Pronto with logging:

cd /opt/ISLOnline/ISLPronto/
./islpronto &> "$HOME/Desktop/islpronto_log.txt"

The log file islpronto_log.txt is created on your desktop.

Note: On macOS and Linux, keep the terminal window open while you collect the log. Closing it also closes ISL Pronto.

More information: Accessing the Log File.

ISL Groop

Windows

The log files are in C:\Users\<username>\AppData\Local\ISL Online Cache\ISL Groop\1\. Each running instance of ISL Groop has its own numbered folder. To open the hidden AppData folder, type %localappdata% into the address bar of File Explorer and press Enter.

macOS

1. Download the ISL Groop .dmg file and double-click it to mount it.
2. In Terminal, list the mounted drives, go into the ISL Groop application on the mounted drive and start it with logging:

cd /Volumes && ls
cd "ISL Groop <version>/ISL Groop <version>.app/Contents/MacOS/"
./ISLGroop &> "$HOME/Desktop/groop_log.txt"

The log file groop_log.txt is created on your desktop.

Linux

1. Download the ISL Groop .zip file and extract it to your desktop.
2. In a terminal, go to the desktop and start ISL Groop with logging:

cd ~/Desktop
./ISL_Groop_<version>_<meeting_code> &> groop_log.txt

Tip: type ./ISL_Groop and press Tab to fill in the full file name. The log file groop_log.txt is created on your desktop.

Note: On macOS and Linux, keep the terminal window open while you collect the log. Closing it also closes ISL Groop.

iOS and Android

Tap the "Menu" button in the top bar and select "Log". You can send or delete the log from the menu at the bottom of the screen (iOS) or the dropdown menu at the top (Android).

More information: Desktop, iOS, Android.

ISL Tools

• ISL Player: open the log file from the "Tools" menu on Windows, macOS and Linux. You can do this as soon as ISL Player starts, without importing a recording first.
• ISL Connection Tester: after running a test, click "Save log" to save the results to a file.

More information: ISL Player, ISL Connection Tester.