Diagnostic mode

With Diagnostic mode, ShareGate Migrate logs and collects information that can help our technical support team identify the root cause of your issue.

In many cases, the information gathered helps them find a solution so you can resume your operation as soon as possible.

Index

• Details
• Access the Diagnostic mode setting
• How-to
  • Working offline
• Exit Diagnostic mode
• Security considerations

Details

The diagnostic report contains the following:

• Application logs.
• Current settings of the application.
• Clicks performed while Diagnostic mode is recording.
• Network trace showing HTTP and HTTPS requests sent and received by ShareGate Migrate only.
• User mappings.
• License and basic machine information.

Access the Diagnostic mode setting

1. Click Settings at the bottom of the left menu.
2. Select the Troubleshooting tab.
3. Scroll to the Diagnostic mode section.

How-to

Note: Before starting the recording, select the option Also include migrated documents content only if a support agent requests it. Having this option checked dramatically increases the size of your report and can cause unnecessary delays in resolving your issue.

1. Click Start recording.
2. A blue border around the app appears, indicating that Diagnostic mode is recording.
3. Reproduce your issue or follow the steps that our support team provided.
4. Wait for the operation(s) to finish.
5. Click Send diagnostic at the bottom.
6. Fill out the diagnostic report form with your information.
   • Use the Description field to explain your operations and results in detail. This will help our support team resolve the problem faster.
7. Click Send diagnostic.

Working offline

If you are working offline or have firewalls preventing you from sending the report, you can save the diagnostic information as a ZIP file on your drive.

1. Perform steps (1) to (6) above.
2. In the Diagnostic report, click Save report at the right of Attachments.

Exit Diagnostic mode

If you exit Diagnostic mode, you will lose all diagnostic data collected in your current diagnostic session.

To stop Diagnostic mode, follow these steps:

1. Click the X at the right of Diagnostic mode at the top.
2. Click Exit on the following popup.

Security considerations

ShareGate takes the protection of your data very seriously. Diagnostic mode only collects data that is relevant to solving the issue. All information is stored securely in Azure and is only collected to diagnose the problem.

For more information on our security practices, see Encryption and security, or section 6 of the End User License Agreement for customer data and privacy agreements.