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Collecting diagnostics failed on Windows

Updated:

In this guide, you will learn how to manually send the diagnostic files to our customer success team if the Surfshark app on your Windows device fails.

 

Here are the steps on how to collect the diagnostic files:

  1. Click the Search icon on the Windows start menu and type in File Explorer. Select the first result, which looks like the one in the image below.
    Diags1.png

  2. Use File Explorer to navigate to your Surfshark installation folder. The default location is This PC -> Windows (C:) -> Program Files (x86) -> Surfshark.

    You will find an archived file in a .zip format like the one in the screenshot below. Your file will have a different name reflecting the time of the last diagnostics attempt.
    Diags2.png

  3. Send the fuel to the support team.

 

If you didn't find this file in your Surfshark installation directory, follow these steps:

  1. Click the Search icon on the Windows start menu and type in %appdata%. Click on the first result, which looks like the one in the image below.
    Diags3.png
  2. This command will open the Roaming folder using File Explorer (%appdata% is a shortcut to this folder). Open the Surfshark folder from here.

    Diags4.png

  3. Files starting with log are your diagnostic files. You can send these files to our support team.
    Diags5.png

NOTE: If you still don't see these files, try opening %programdata% instead and check if such files appear in the Surfshark folder.




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