If your Windows device has an issue that our team can't pick up remotely from the standard Windows player, we may ask you to turn on debug mode. Debug mode lets the player save log files, so we can collect more data about what's happening. Here's how to turn it on.
Before you start
You'll need permission to run programs on the Windows device. If your organisation blocks running apps with extra settings (called command line arguments), ask your IT team to do step 3 of Turn on debug mode for you.
Keep Offline support turned on in the player's Application Settings.
Turn on debug mode
Close the ScreenCloud Player. Open Task Manager, select ScreenCloud Player, and click End task. Wait about 15 seconds, then check that the player hasn't reopened by itself. If it's still running, end it again. The player must be fully closed, or debug mode won't turn on.
Find the player's file location. Right-click the ScreenCloud Player shortcut and select Properties.
On the Shortcut tab, copy the Target value. It's usually:
C:\Users\<your user name>\AppData\Local\Programs\screencloud-player\ScreenCloud Player.exe
Start the player in debug mode. Press Win + R (or open Command Prompt), paste the file location in quotes followed by
--inspect, then press Enter. For example:"C:\Users\<your user name>\AppData\Local\Programs\screencloud-player\ScreenCloud Player.exe" --inspect
Check that it's working. A debug info box appears in the bottom left corner of the screen.
Send the logs to Support
Leave the player running until the issue happens again (for example, the screen shows as offline).
Note the local time the issue happened.
Press Win + R, enter
%APPDATA%\ScreenCloud Player\logs, and press Enter. Send this folder to ScreenCloud Support, along with the time from step 2.
Turn off debug mode
When the data has been collected and your issue is resolved, here's how to turn off debug mode.
Restart the computer. The player starts in normal mode after Windows restarts.
Check that it worked. The debug info box no longer shows in the bottom left corner of the screen.
Good to know
If the player restarts by itself, debug mode stays on.
If Windows restarts or someone signs in again, the player starts without debug mode. Repeat steps 1 to 3 of Turn on debug mode.
In debug mode, the player window is no longer kept on top, so other windows can cover it.
Always restart the player or the computer when you switch between debug mode and normal mode, so the change takes effect.