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    How do I create and send log files?

    A Skype customer service agent might ask you to create and submit log files to help them solve any problems you may encounter when using Skype. 

    Log files are encrypted, so they are only accessible to us at Skype support. They store certain personal data in line with our Skype Privacy Policy, but they do not contain data such as your chat conversations, audio or video messages.

    When running Skype with logging enabled, make sure you're using the latest version of Skype.

    To enabling logging:

    1. Quit Skype
    2. Download and extract the logging-related registry files:
    3. Right-click the zip file and select Extract all, click OK to unzip the file, then navigate to the folder where you extracted the logging-related command files.
    4. Run logging-on.reg to set the Skype logging-related Registry key.
    5. Restart Skype, then replicate your issue.
     

    To submit the log files:

    Skype creates log files in its application data folder. The location of this folder differs depending on the version of Windows you're running. Open File Explorer and type %appdata% into the address bar to find it.

    The log file naming format is debug-<yyyymmdd>-<hhmmss>.log

    Submit your logs to us as advised by Skype Customer Service.

    Having installation issues?

    The Skype for Windows Desktop installer also creates an installation-specific log file, which you can attach when reporting installation issues. To run the installer with logging enabled:

    • Navigate to the folder containing your installer’s executable.
    • Run the installer, specifying the logging option SkypeSetup.exe /log

    The installer creates a log file named 'install-<YearMonthDate>.log' in the current folder, with the timestamp indicating when the install started. 

    DirectX Diagnostics

    The DirectX Diagnostics Tool provides you with an overview of your system’s hardware configuration and device driver versions. This information is often useful in diagnosing severe audio/video-related issues. To create a DirectX Diagnostics file:

    1. Press the Windows and R keys on your keyboard at the same time. 
    2. Type dxdiag into the Run window, then press Enter.
    3. Click Save All Information…
    4. When the Save As dialog appears, select where you'd like to save the file and click Save.
     

    Disabling logging

    1. Quit Skype.
    2. Navigate to the folder where you extracted the logging-related command files.
    3. Run logging-off.reg to clear the Skype logging-related Registry key.
    4. Start Skype.

    Enabling logging

    1. Quit Skype.
    2. Navigate to the Skype application data directory: ~/.Skype/
    3. Create a directory named Logs.
    4. Restart Skype.
     

    Gathering and submitting the log files

    Replicate your issue. Skype will create the log file in ~/.Skype/Logs, and will name it 'skype_<yyyy-mm-dd-hhmmss>'.

    Submit your logs to us as advised by Skype Customer Service.

     

    Disabling logging

    1. Quit Skype.
    2. Navigate to the Skype's application data directory: ~/.Skype/
    3. Optionally archive any existing log files to some other directory.
    4. Delete the Logs directory and all of its contents.
    5. Restart Skype.
    1. Download and install the Skype First Aid Tool. By choosing to download and run this tool you are accepting the associated End User License Agreement.
    2. Enable logging by ticking the Active Skype Logs checkmark in Skype First Aid: 

    3. Restart Skype to allow for the logging process to take effect.
    4. Replicate the issue you're having, then close Skype.
    5. Press the "Generate Bug Report Archive" button in the Skype First Aid window.
    6. Submit your logs to us as advised by Skype Customer Service.
    1. Install the Xbox Insider Hub app.
    2. Launch the Skype app.
    3. Select the menu xbox one controller menu button button and select Settings, then turn on logging.
    4. Quit and restart the Skype app.
    5. Hold down the Xbox Nexus button on the top of your controller to invoke the power menu, then select Report a problem.

    If you're still having problems, why not ask your question in our community?

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