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How to report a bug in Remotix

Our tech support is always in place to help you get the best experience with Remotix. If you believe that you found a bug, contact us at support@nulana.com.

How to make your bug report as informative as possible

First, make sure that you are running the latest versions of Remotix and Remotix Agent if possible.

Second, please include the following in your mail:

  • Your local and remote OS versions
  • Version numbers of Remotix and Remotix Agent
  • Connection type (NEAR, VNC, or RDP)

If your question relates to the connection speed, please add information about:

  • Your geographic location,
  • Network type and bandwidth,
  • Information from the Connection Info window (available from the Remotix Viewer toolbar).

If you have a question about typing or modifier-related issues, please also mention:

  • Which keyboard mode is chosen (Smart or Raw)
  • Does changing the keyboard mode help?
  • Please also check the modifier mappings in Remotix Preferences. Note that settings are different for each type of connection: e.g., you need settings for Mac (NEAR) if you were connecting to a Mac with NEAR and Mac (Screen Sharing) if you were connecting with VNC.

Please also include the application logs in the report if possible: Remotix logs from the local machine and Remotix Agent logs from the remote one.

How to include logs in the report

All Remotix desktop apps have a built-in debug mode that allows collecting logs.

Remotix Agent logs

Remotix Agent logs may be found at the following locations:

  • Mac:
    at /Library/Logs/com.nulana.rxagentmac (service daemon logs)
    and ~/Library/Logs/com.nulana.rxagentmac​ (agent GUI and RC logs)
  • Windows:
    in the \Logs subfolder in the Remotix Agent installation folder on Windows.

Remotix logs

If you found a bug and need to launch Remotix in verbose mode to share the logs with us, here is the how-to. Note that you need Remotix 6 and higher to get the client app logs.

If you’re using Remotix for Mac:

  1. Make sure Remotix is not launched,
  2. Open Terminal.app,
  3. Navigate to the Remotix 6 installation folder and a bit deeper inside:
    cd /Applications/Remotix.app/Contents/MacOS
    (Please replace the application path with the one which is correct for you if needed.)
  4. While inside the Remotix.app/Contents/MacOS folder, execute this to launch Remotix in verbose mode:
    ./Remotix --nloglevel=debug &> /tmp/Remotix.log
  5. Reproduce the issue.
  6. Quit Remotix.
  7. In Terminal, execute: open /tmp/
  8. In an opened folder, find a Remotix.log file and send it to us in a reply mail.

If you’re using Remotix for Windows:

  1. Make sure Remotix is not launched,
  2. Right click Start -> Run (or press Win+R).
  3. Type cmd and hit Enter.
  4. In the console, execute this:
    cd %localappdata%\Remotix
    (Please replace the application path with the one which is correct for you. It can also be C:\Program Files\Remotix if you have used Remotix continuously for ages.)
    and then:
    Remotix.exe --nlogfile=debug,%TEMP%\remotix.log

Reproduce the issue.

  1. Quit Remotix.
  2. Choose Start -> Run (or press Win+R) again.
  3. Type %TEMP% and then press Enter to execute.
  4. In an opened folder, find a Remotix.log file and send it to us in a reply mail.

Please also don’t forget to describe what you did, what happened, and what you had expected instead.