My Debug Log Failed to Send

If your debug logs do not send successfully, you can send them manually for further investigation. To do so, follow the steps below.

Windows:

1. Check that “Enable Debug Logging” is selected in the Settings > Help section of the app.
2. Go to the Start menu and type cmd into the search box.
3. Right-click cmd.exe shown at the top of the menu and select “Run as Administrator.”
4. At the prompt, type:
   ipconfig /all
   (There is a space between the g and the /.)
5. After the data appears, copy the contents by right-clicking, selecting Mark, then clicking and highlighting the text. Paste the text into a file (for example, Word or Notepad) and save the file.
6. Search for “File Explorer” in the Windows search bar, then navigate to your Program Files (not Program Files x86) folder.
7. Double-click the Private Internet Access folder.
8. Double-click the data folder. Here, you should see crashes and diagnostic folders. Attach any files inside these folders to your reply.
9. Attach daemon.log and daemon.log.old to your reply.

Attach the log files and the ipconfig text file to your ticket.

Mac:

1. Open Terminal.
2. At the prompt, type:
   ifconfig -a
   (There is a space between the g and the -a.)
3. After the data appears, copy and paste the text into a file (for example, TextEdit) and save the file.
4. Open Finder.
5. Click “Go” in the menu bar at the top of the screen.
6. Near the bottom of the list, click “Go to Folder...”
7. In the box that appears, type: ~/.pia_manager
8. Click Go.
9. Click the Private Internet Access folder that appears.
10. Click the Log folder.
11. In the logs folder, there are several files: daemon.log and daemon.log.old.

Attach the log files and the ifconfig text file to your ticket.