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Diagnostic mode

Updated over 3 weeks ago

With Diagnostic mode, ShareGate Migrate logs and collects information that can help our technical support team identify the root cause of your issue.

Diagnostic logs are essential in identifying and resolving network or operational issues in ShareGate Migrate. By generating these logs, you can expedite the support process and minimize downtime for your operations.

In many cases, the information gathered helps them find a solution so you can resume your operation as soon as possible.

Details

The diagnostic report contains the following:

  • Application logs.

  • Current settings of the application.

  • Clicks performed while Diagnostic mode is recording.

  • Network trace showing HTTP and HTTPS requests sent and received by ShareGate Migrate only.

  • User mappings.

  • License and basic machine information.

Access the Diagnostic mode setting

Ensure you are using the latest version of ShareGate Migrate before proceeding. To check:

  1. Click Settings at the bottom of the left menu.

  2. Select the General tab.

  3. Update your application if a newer version is available.

  4. Select the Troubleshooting tab.

  5. Scroll to the Diagnostic mode section.

How-to

Note: Before starting the recording, select the option Also include migrated documents content only if a support agent requests it. Having this option checked dramatically increases the size of your report and can cause unnecessary delays in resolving your issue.

  1. Click Start recording.

  2. A blue border around the app appears, indicating that Diagnostic mode is recording.

  3. Reproduce your issue or follow our support team's suggested steps.

  4. Wait for the operation(s) to finish.

  5. Click Send diagnostic at the bottom.

  6. Fill out the diagnostic report form with your information.

    • Use the Description field to explain your operations and results in detail. This will help our support team resolve the problem faster.

    • Include the ticket ID provided by our support team, if applicable.

  7. Click Send diagnostic.

Working offline

If you are working offline or have firewalls preventing you from sending the report, you can save the diagnostic information as a ZIP file on your drive with these steps:

  1. Perform steps (1) to (6) from the How-to section above.

  2. Click Save report on the right of Attachments in the Diagnostic report.

  3. Copy the Password shown in the prompt. The file cannot be opened without it.

  4. Notify ShareGate Support after uploading the diagnostic file to ensure they receive it and can begin their analysis promptly.

Exit Diagnostic mode

If you exit Diagnostic mode, you will lose all diagnostic data collected in your current diagnostic session.

To stop Diagnostic mode, follow these steps:

  1. Click the X at the right of Diagnostic mode at the top.

  2. Click Exit on the following pop-up.

Security considerations

ShareGate takes the protection of your data very seriously. Diagnostic mode only collects data that is relevant to solving the issue. All information is stored securely in Azure and is only collected to diagnose the problem.

For more information on our security practices, see Encryption and security, or section 6 of the End User License Agreement for customer data and privacy agreements.

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