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How to get connection logs on Windows

During troubleshooting with our Customer Support team, they may ask you to upload the connection log files of the desktop NordVPN application to help diagnose the issue. Below you can find the relevant tutorials on how to find and upload the connection logs for the applications.

  1. Open our application, then click on the Settings tab.


     
  2. Now scroll down through the various settings until you see Show advanced settings. Click this option, you should get a prompt popping up after that.



    You can safely select I know what I am doing and proceed.


     
  3. Now scroll down again until you see the Diagnostics section of the advanced settings. Click Run Diagnostics Tool.

     
  4. Now, in the NordVPN Diagnostics window, select Collect diagnostics and wait for the process to complete.


     
  5. You will get a message informing you what information will be taken and what actions will be performed. User safety, anonymity, and security is our number one priority, so we guarantee that this information will be used only in order to help you. Please click Continue.


     
  6. After the process is complete, you will get a reference number. Please give this number to our support specialist on the live chat or include it in your email.

In case the Diagnostics window would indicate, that it Failed to send diagnostics, it would be necessary to manually provide the generated diagnostics report.

The File Explorer will automatically open the directory, where the report had been saved. By default, Diagnostic reports are saved at C:\Program Files (x86)\NordVPN\Diagnostics.

 

Diagnostics report can be forwarded via the email or attached to the live chat by selecting Options button under the chat box and then Send a File button.

 

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