What is the purpose of the report?
The purpose of this report is to assist and ease troubleshooting sessions by automatically collecting and uploading diagnostic information from the LucidLink application, machine, and operating system.
How to send the report to LucidLink?
From the LucidLink Desktop Application
To do so, please follow the steps below:
- Log into the LucidLink Desktop Application
-
Click on the Help ("?") icon on the top right corner and then "Generate diagnostic report".
- Read through the information and check the "I agree to upload a Lucid diagnostic report" checkbox.
- The diagnostic report generation will be started which might take a few minutes. Please wait for the operation to finish.
- Once the diagnostic report generation is completed, an unique "Reference ID" number should be generated. You should copy it and provide it to the support team.
From Terminal
Collecting logs for all filespaces
The report can also be collected from the command line using the following command:
lucid support --all
This command will also ask for an agreement before collecting and uploading the data.
For scripting purposes, the user can start the command with the 'give-consent' option which will skip the explicit agreement. Using this option is counted as user consent.
lucid support --all --give-consent
Collecting logs for specific filespaces
In case you don't want to run the command to collect the logs for all filespaces, you can use the following command which will collect the logs in case a single filespace is connected:
lucid support
If you are running multiple Lucid instances, you should refer to a specific instance by providing its id:
lucid --id <instance_ID> support
If you do not know what the instance ID is, simply run the following command for a listing of all currently connected filespaces matched with an <instance_ID> to be certain you are uploading the diagnostic report for the proper filespace.
lucid list
Collecting logs for snapshots
If you want to submit a diagnostic report for an issue with snapshots you need to again identify the id of the instance (through `lucid list`) and execute the following command from the command line:
lucid --id <instance_ID> support
Providing the "Reference-ID" number
After the report is successfully collected and uploaded, a unique "Reference-ID" number will be provided. The user should use this reference number in support tickets and/or chat sessions to refer to their specific report.
Write down the number or copy it using the Copy to Clipboard button. If you use the Copy to Clipboard button you can directly paste it into the support ticket.
What information is collected?
The collected information can be separated into three different groups.
1. Lucid log and configuration files.
2. Output of Lucid diagnostic commands.
3. System information and logs for the specific machine from which the report is uploaded.
The first group consists of the following files:
- Lucid.log
- Lucid.json
- app.log
- app-settings.json
These files are located in the (hidden) `.lucid` folder, which is usually inside the user's home directory.
The second group of information is the output of several Lucid diagnostic commands. Those are:
- lucid status
- lucid info
- lucid config --local
- lucid config --global
- lucid config --effective
The third group could be different, depending on the OS.
- On Windows:
- the output of the `msinfo32` built-in command.
- Lucid installation logs (located inside %USERPROFILE%/AppData/Local/Temp. The name of the file has the MSI*.LOG format.
- On macOS:
- the output of the `system_profiler -detailLevel full` built-in command. It reports detailed hardware and software information, installation logs, network settings, etc.
- the output of the `profile status -type enrollment` command. It reports MDM settings on the machine.
- the output of the `umask` command. It shows how permissions are set for newly created files.
- On Linux:
- the output of the built-in `lshw -sanitize` command
- the output of the built-in `lsmod` command
- the output of the `umask` command. It shows how permissions are set for newly created files.
Who has access to the report?
LucidLink Support Team.
This report will not be shared with any third-party organizations, and will not be used for anything other than troubleshooting any issues you may be having.