In this article, you will learn how to retrieve and share your NordVPN connection logs on Windows to help troubleshoot technical issues. These logs act as a diagnostic report, recording the technical steps the app takes to connect without logging your browsing activity, allowing support agents to identify errors and resolve issues faster.
NOTE: These logs do not show internet traffic; they only record connection attempts, server communication steps, and application errors like crashes.
Here's what to do
- Open the NordVPN app and click on the question mark icon to reach the help section.
- Click the "Run diagnostics" button to launch the NordVPN diagnostics application.
- In the NordVPN Diagnostics window, select "Collect diagnostics" and wait for the process to complete.
- A message will notify you of the data the diagnostics will collect. You can safely click "Continue." The user’s safety, anonymity, and security are our top priorities, and we guarantee this information will be used only to help you. With that said, system dumps are helpful when experiencing random crashes related to NordVPN, and the list of applications is helpful when you think an interfering application could be causing an issue.
- Once the process is complete, you will receive a reference number. Provide this number to a support specialist via live chat or email.
Manual Retrieval (If automatic sending fails)
- If the window displays "Failed to send diagnostics," you must provide the report manually.
- File Explorer will automatically open the directory where the report is saved. By default, this is:
C:\Program Files\NordVPN\Diagnostics. - Attach the generated file to your email or live chat by clicking the plus (+) button and selecting "File."
Additional tips
- Provide the reference number or the generated .zip file to our support for us to be able to solve your issue faster.
