NinjaRemote Diagnostic Information
If you are experiencing issues with your NinjaRemote connection, we may ask you to gather your connection logs so we can further troubleshoot. The following steps describe how to collect this information.
⚠️ This information should be gathered from the computer you connect FROM, not the computer you connect TO. When following the below steps, make sure you are disconnected from your remote connection, or that the connection is minimized.
Collecting The Diagnostic Information
- Right-click your Start menu and choose Run.
- In the box that appears, clear out any text that may already be there and type %temp% , then click OK.
- In the window that appears, you will see several files that start with the name ncplayer. Select all these files by dragging a box around them.
- You may have to scroll down to find these files, and there may be a large number of them.
- You may have to scroll down to find these files, and there may be a large number of them.
- Right-click any of the files, and choose Compress to... > ZIP File.
- If you are using Windows 10, instead choose Send To > Compressed File
- A new file that starts with ncplayer will be created. It will have a different icon than the other files. Drag this file to your desktop.
Video Demonstration
This video demonstrates the steps outlined above:
Send the Diagnostic Information for Analysis
The technician you are working with will instruct you on how best to transfer the diagnostic information file you created in Step 5 above to Osmosis.