Written for Synergy 3 (v3.8.4), checked 20 October 2026.
For a support ticket, send us a diagnostic report; it includes the log and more. For the steps, and how to open the log yourself, see: Getting diagnostic info and logs from Synergy 1 or Synergy 3
Troubleshooting settings
Go to Troubleshooting (under Advanced). These settings apply only to the computer you change them on.
- Show log: opens or closes the log window.
- Filter log: All, or only Core (keyboard and mouse sharing) or Service (the background service that finds computers and syncs settings) messages.
- Log level: how much detail is logged. Info is normal; choose Debug when our support team asks for more detail, and set it back afterwards. If it shows Set by your administrator for this computer., your administrator has chosen the level and it can't be changed here.
- Log path: where the log file is saved on this computer.
- Send error and diagnostic reports: sends error reports to our developers automatically. Turn it off to stop sending them.
- Show critical error messages: shows a message box when something goes wrong in Synergy 3. If you clicked Ignore all on an error message, turn this back on to see them again. More about the message box: What to do when Synergy 1 or Synergy 3 shows an error message box
- Show Core error messages: also shows a message box for errors from keyboard and mouse sharing itself.
- Run diagnostic tool: creates the diagnostic report for a support ticket.
Resetting from the diagnostic tool
Main window won't load? Reset your settings from the diagnostic tool, which works even then. A reset permanently deletes your Synergy 3 settings and can't be undone.
- Open the Help menu, at the top of the window on Windows and Linux, or in the menu bar on macOS.
- Choose Run Diagnostic Tool.
- Click Reset settings.
- Click Reset this computer, or Reset all computers to reset every computer connected to it. If the background service isn't running, a Hard reset window opens instead; click Reset there.
- Click Restart app.
If the reset fails, reinstall Synergy 3: Reinstalling or uninstalling Synergy 1 or Synergy 3