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How to send a connection log file to Customer Support

Updated

During troubleshooting with our Customer Support team, they may ask you to upload the connection log files of the dektop 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.

How to find the connection log files:

NordVPN Windows app

The NordVPN Windows application stores the connection log files in two directories/folders here:

C:\ProgramData\NordVpn\logs
AND
%localappdata%\NordVpn\logs

You can navigate there in multiple ways. Here's the shortest one:

1. Open the Windows File Explorer. Usually you can find it in the Windows Start menu - it may be called "Computer" or "This PC". If you don't know how to open it, please consult this article: http://www.wikihow.com/Open-Windows-Explorer

2. Click the address bar at the top, and enter this line exactly:

C:\ProgramData\NordVpn\logs

Press the "Enter" key on your keyboard after entering it.

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3. It will open the folder where the NordVPN service logs are stored. Scroll down to the very bottom in the folder to find the latest connection log file. Usually this is the only service log file that is needed for the support team.

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4. Perform steps 2 & 3 again, but this time with this line:

%localappdata%\NordVpn\logs

This will open the folder where the NordVPN app logs are stored. Scroll down to the very bottom in the folder to find the latest connection log file. Both this file and the file from the folder opened in step 3 are needed for the Support team.

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NordVPN Mac OS X app

You can export the connection log straight from the NordVPN application. Simply click "Export VPN Log" or "Activity Log" (depending on if you have the OpenVPN or IKEv2 version of our app) in the left-side user menu, and select where you want to save it.

MacIkev2log.png

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How to upload the files to Customer Support:

Via Live Chat

The easiest way to upload the connection log files to our team is to simply drag-and-drop them into the Live Chat window. Press the left mouse button on the file, hold it, drag the mouse over to the chat, and release the left mouse button:

Alternatively, you can upload the files by clicking the options button, and selecting a file:

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