Skip to main content

Getting diagnostic info and logs

Updated

Written for Synergy 3 (v3.8.4) and Synergy 1 (v1.22.3), checked 20 October 2026.

Operating system: Windows, macOS, and Linux

Using Synergy 1? Send us the log file from each of your computers instead, since Synergy 1 has no diagnostic report. The steps are in the Synergy 1 section below.

Synergy 3

When you contact our support team about a problem with Synergy 3, please send a diagnostic report from each of your computers. You can contact us here: Contacting our support team

The diagnostic report is a .zip file containing logs and details about how the app is running on that computer, which lets our technical support team see what is going wrong. It holds the logs, your Synergy 3 settings (including your serial key and the computers you trust), your TLS certificate without its private key, and your operating system's name and version.

Make the report soon after the problem happens, on each computer. It holds the logs up to the moment you make it, and the logs keep only recent activity. So when you see a new problem, or try a fix or an update we suggested, we'll ask for a new report: the earlier one was made before it.

To create the diagnostic report:

  1. Open Synergy 3.
  2. In the sidebar, under Advanced, click Troubleshooting.
  3. Click Run diagnostic tool.
  4. When it finishes, click Show file location to open the folder with the .zip file.
  5. Repeat on each computer.

If you can't get to that screen, open the Help menu and choose Run Diagnostic Tool instead. The Help menu is at the top of the window on Windows and Linux. On macOS it's in the menu bar at the top of your screen while Synergy 3 is in focus. If Synergy 3 opens only as far as its logo and a message, with Run diagnostic tool below it, you can click that too.

The diagnostic tool saves the .zip file in your Documents folder, named synergy-diagnostic- followed by the computer's name and a number, for example:

  • Windows: C:\Users\username\Documents\synergy-diagnostic-MYPC-1759500000.zip
  • macOS: /Users/username/Documents/synergy-diagnostic-MyMac-1759500000.zip
  • Linux: /home/username/Documents/synergy-diagnostic-mypc-1759500000.zip

The report includes personal information such as IP addresses, computer names, file paths and your serial key, so only share it with our support team. Synergy 3 (v3.8.2 and later) removes account passwords from it, and neither of its log levels, Info or Debug, records the keys you press. Please attach the .zip file from each computer to your support ticket: Contacting our support team

Asked for more detail? On the Troubleshooting page, set Log level to Debug, make the problem happen again, then create the report. Set Log level back to Info afterwards, since at Debug the log fills up faster and so keeps less history.

To read the log yourself, click the log button in the bottom-left corner of the window, just below the Pause button, or choose Help > Show Log (Ctrl+L, or Cmd+L on macOS). It opens in its own window, titled Logs. The other log settings on the Troubleshooting page are explained in: Log and troubleshooting settings in Synergy 3

Synergy 1

Synergy 1 has no diagnostic report, so please turn on Log to file on each of your computers. Turn it on before the problem happens again, then send the log once it has, so the problem is in it.

  1. Open Synergy 1.
  2. Open the Edit menu. On macOS, open the Synergy menu in the menu bar instead.
  3. Choose Preferences.
  4. Click the Logs tab.
  5. Turn on Log to file.
  6. Set Level to Debug. It records enough detail for our support team without filling the file as fast as Verbose, and unlike Verbose it doesn't record the keys you press.
  7. Next to Log path, check where the log file will be saved, and change it if you like. The default is synergy.log in your user folder.
  8. Click Save.
  9. Repeat on each computer.

If Synergy 1 is running, it restarts to apply the change. Unless you chose another Log path, the log file is:

  • Windows: C:\Users\username\synergy.log
  • macOS: /Users/username/synergy.log
  • Linux: /home/username/synergy.log

The log file is kept to about 1 MB. When it fills, Synergy 1 renames it synergy.log.1, replacing the older copy, and starts a new one, so older lines are dropped as it fills. If there's a synergy.log.1 beside the log file, send it too.

Then attach each log file to your support ticket: Contacting our support team

Once your problem is solved, set Level back to Info, since a higher level may slow Synergy 1 down.

To read the log yourself, choose View > Log, which shows it under the window. The other settings on the Logs tab are explained in: Synergy 1 Preferences: every setting explained

Related articles