Softstream - How to Collect Logs from Softdrive Virtual Machines

Why We Ask You to Provide Logs

We understand it would be easier if our team could collect these logs automatically, but there are several important reasons why we ask you to provide them:

1. Privacy & Security

   • Your local computer and virtual machine may contain sensitive or personal data.

   • For security reasons, we do not have direct access to your system files or user directories.

   • Asking you to collect and share only the relevant log files ensures that you remain in full control of what leaves your environment.

2. Access Limitations

   • Softdrive support has visibility into the platform infrastructure but does not have direct access to your local machine logs (client and launcher).

   • These logs exist only on your computer and are critical to understand how your device is interacting with the Softdrive service.

3. Troubleshooting Accuracy

   • Issues can originate from three different areas:

     • The client side (your computer and launcher).

     • The server side (the Softdrive virtual machine).

     • The connection layer between them.

   • Collecting logs from all three sources gives us the complete picture and allows us to diagnose problems faster and more accurately.

4. Efficiency & Speed

   • Instead of setting up a remote session to gather files, having you collect and send logs directly allows us to start troubleshooting immediately.

   • This shortens resolution times and avoids unnecessary back-and-forth.

1. Collecting Logs from Your Local Computer (Client)

These logs show how your local machine is connecting to Softdrive.

1. Press Win + R to open the Run dialog.

2. Paste this path and hit Enter:

   C:\Users\<your-username>\AppData\Local\Programs\softdrive-launcher\<session>\temp\client
   

   Replace <your-username> with your Windows username, and <session> with the most recent session folder.

3. Select all files inside the client folder.

4. Right-click → Send to → Compressed (zipped) folder.

5. Save the ZIP file somewhere easy to find (e.g., Desktop).

2. Collecting Logs from the Softdrive Virtual Machine (Server)

These logs are inside the Softdrive VM itself.

1. Log into your Softdrive VM (via Softdrive app or RDP).

2. Navigate to the following locations:

   • Main server logs:

     C:\Softdrive\Stable\server\temp\server
     

   • Session-specific server logs:

     C:\Softdrive\Stable\server\<session>
     

3. Select all the files in both locations.

4. Right-click → Send to → Compressed (zipped) folder.

5. Save the ZIP file somewhere easy to find.

3. Collecting Logs from the Softdrive Launcher (Local Computer)

The launcher is what starts your Softdrive VM. Its logs help diagnose startup issues.

1. On your local computer, press Win + R.

2. Paste this path and hit Enter:

   C:\Users\<your-username>\AppData\Roaming\softdrive-launcher-internal\logs
   

3. Select all the files in the logs folder.

4. Right-click → Send to → Compressed (zipped) folder.

5. Save the ZIP file somewhere easy to find.

4. Sending Logs to Support

Once you’ve collected the three ZIP files (client logs, server logs, and launcher logs):

1. Attach them to your support ticket or reply email.

2. If the files are too large, upload them to a file-sharing service (e.g., OneDrive, Google Drive) and share the link with us.