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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 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.

How to find the connection log files:

NordVPN Windows app

Our Windows application has an integrated tool for sending in-depth diagnostics to our support specialists.


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

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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.

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

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

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


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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.


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6. After the proccess 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.


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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.

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NordVPN Android app

You can send logs from your NordVPN android application by following these steps.

1. Open the application, and go to the user settings.
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2. Scroll down to the bottom of the My Account & Settings window and select Activity Log.

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3. Now just tap on the Send to Support & Create a Ticket option. You will get a refference number - please give it to our support agents via live chat or send it to our email at support@nordvpn.com .

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How to find the connection log files, if the application fails to start:

NordVPN Windows app


1. Open Start menu and enter "This PC", then open it.

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2. Double click on Local Disk (C:).

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3. Double click on Program Files (x86).

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4. Find NordVPN folder and open it.

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5. Find Diagnostics Application and run it.

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

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7. 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.

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8. After the proccess 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.

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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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