If you are having problems with one or more of your VPN connection/s, and you need to get in touch with us for further support troubleshooting the issue, it is a good idea to provide us with the logs and information requested in this article. These will help us diagnose the problem and provide timely support.

Before getting in touch with us, please be sure you've followed all of the relevant troubleshooting steps in the Troubleshooting Connection Problems article. This article covers the most common VPN connection problems and will allow you to quickly resolve most issues.

If you have been directed to this support article by one of our support staff, it means we require the logs and information requested in this article to help diagnose and troubleshoot the issue you have reported. Please attach these details in a reply to us.

Finally, please ensure that you collect and provide all information requested. Please do not truncate or send along small sections of any the following, as often relevant information we require is missing.

1. Raw Configuration Data

The raw configuration data for your VPN connection is the low-level configuration settings for your VPN connection. This does not include any authentication details, such as your password, private key, or other credentials. This allows us to see how your VPN connection is configured.

You can view the raw configuration data for your Viscosity connection by opening Viscosity’s Preferences window, holding down the Option/Alt key on your keyboard on macOS, or holding down the Shift key on your keyboard on Windows, right-clicking (or control-clicking on macOS) on your connection, and selecting "View Configuration Data".

You can select all of the configuration data by pressing the Command A keys on your keyboard on macOS, or by pressing the Control A keys on your keyboard on Windows. You can then copy the text by pressing Command C keys on macOS, or Control C keys on Windows, and then paste it into a text file or reply email.

2. Connection Log (With Increased Logging)

The connection log for your VPN connection contains information about the status of a VPN connection session. It includes important information about the potential cause of problems. It does not include any authentication details, such as your password, private key, or other credentials.

By default the connection log only includes a moderate level of information. When troubleshooting a problem it is a good idea to raise this level so additional helpful information is also included in the log. You can do this by raising the "verbosity level" like so:

1. From Viscosity's Preferences window, select your VPN connection and click the Edit button.
2. Click on the Advanced tab.
3. Add the command verb 5 on a new line in the advanced commands area (do not remove any existing commands).
4. Click the Save button.
5. Disconnect and reconnect your VPN connection.

Before accessing the connection log, it's important to ensure that it will cover the period from when you first attempt to connect your VPN connection to when the problem occurs. For example, if you are experiencing a problem connecting to your VPN connection, please attempt to connect it and then wait until it fails. If your connection is dropping out, please connect it and then wait until a drop out occurs. This ensures that all relevant information is available in the log.

The connection log can be accessed like so:

1. Go to the Viscosity menu and open the Details window.
2. Make sure the correct connection is selected in the connection menu to the top-left hand corner of the window.
3. Click on the Log button. This is the third button from the left.
   
   
   
   

    

   
   
4. You can resize the window to get a better view of the log.
   
   
   

    

   
   

You can select all of the log by pressing the Command A keys on your keyboard on macOS, or by pressing the Control A keys on your keyboard on Windows. You can then copy the text by pressing Command C keys on macOS, or Control C keys on Windows, and then paste it into a text file or reply email.