Collect Support Files

I'm excited to announce that, Collect Support Files (Support Logs Collection) is now live to production. Is now a reality!

What is it?

This tool enhances the existing Diagnostic logs download by taking the diagnostics files (30+ files) and puts them into one folder along with all the various desktop client logs. This reduces time and frustration for users because they can now just send this ONE folder to Support that has all the necessary details for further debug.

How to try this?

Logs collection is available on all desktop clients via two entry points:

• System tray/Help --> Collect support files
• Keyboard shortcut (Ctrl+Shift+Alt+1)

What does it do?

This process augments the existing Diagnostic logs download by taking those files putting them into a folder along with all the various desktop client logs like logs.txt, media-addin, etc.

It creates 3 collections of files:

Desktop:

• DesktopConfig.json
• Hooks.json (if available)
• Logs.txt
• Settings.json
• SquirrelSetup (installer logs from 2 places)

Web:

• Diagnostic logs from web client

Meeting:

• Media-stack (All .etl & .blob files)
• Meeting-addin (All .bak & .log files)
• Skylib (All .blog files)

Why do we need this?

There's a lot of different log files (30+) generated by the Teams client and they are in a lot of different places. When customers report problems, MS need those logs to figure out what's going on.

The goal of this feature is to reduce the time and frustration for users to get all the various files collected that are needed when they are working with a support person. Historically this has been a time consuming process and resulted in a lot of back and forth over support tickets to get all of the files needed to investigate customer issues. By getting them all in one shot MS will be able to diagnose and resolve those issues much faster.