Web Remote log files

The Datto RMM Web Remote log files are text files created by Datto RMM that contain a record of events for Web Remote sessions. These log files are used for Web Remote troubleshooting and diagnosis.

In these logs, detailed timing data is captured across each stage of the connection process between the Datto RMM Agent and platform, including metrics such as round-trip times, delayed responses, and error scenarios.

Location of the log files

Operating System Datto RMM Web Remote Process
Windows Log location
%ProgramData%\CentraStage\AEMAgent\DataLog\webremote.log

Notes
• Daily at midnight or, if it grows larger than 10 MB, the current webremote.log file is moved to a directory named Archives in the log location and logging begins a new file.
• The archive log files have the naming convention [date].[number].webremote.log (for example, 20170704.0.webremote.log) with a date stamp in the format yyyyMMdd and a number indicating the correct order.
• The most recent archive log file will have the highest number, while the oldest archive log file will have the smallest number (starting from 0).
• A maximum of 30 days' log files or a total of 30 log files, if they are large in size, are archived.
macOS Log location
/usr/local/share/CentraStage/AEMAgent/DataLog/webremote.log

Notes
• Daily at midnight or, if it grows larger than 10 MB, the current webremote.log file is moved to a directory named Archives in the log location and logging begins a new file.
• The archive log files have the naming convention [date].[number].webremote.log (for example, 20170704.0.webremote.log) with a date stamp in the format yyyyMMdd and a number indicating the correct order.
• The most recent archive log file will have the highest number, while the oldest archive log file will have the smallest number (starting from 0).
• A maximum of 30 days' logs are archived.

Once you have located the log files, you can copy them for troubleshooting purposes. The methods outlined below will explain how to copy a log file by using a command line on Windows or macOS devices.

  1. Change directory to the location of the log file you would like to copy. For example, if you would like to copy the log file on a 64-bit device, use the following command:
cd "C:/Program Files (x86)/CentraStage"

NOTE  If you are using a 32-bit operating system, delete the (x86) portion of the command.

  1. Press Enter.
  2. When you are in the directory, type the following:
copy webremotelog.txt <give new filename here>.txt

EXAMPLE  Example: copy webremotelog.txt webremotelogCopy.txt

  1. Press Enter.
  1. Open terminal and type the following:
cd /var/log
  1. Press Enter.
  2. Then type the following:
cp webremotelog.txt <give new filename here>.txt

EXAMPLE  Example: cp webremotelog.txt webremotelogCopy.txt

  1. Press Enter.