=======
Windows
=======

Obtaining troubleshooting logs and understanding the minimum system requirements for Windows operating system (OS) are both basic steps in troubleshooting issues.


--------------------
Troubleshooting Logs
--------------------

When softphone users encounter issues with the application, retrieve Session Initiation Protocol (SIP) logs, crash logs, or audio logs from their devices and send the files to the support team for troubleshooting purposes.
  
^^^^^^^^
SIP Logs
^^^^^^^^

.. include:: android-devices-troubleshoot.rst
  :start-after: .. _android-sip-logs-start:
  :end-before: .. _android-sip-logs-end:

.. _enabling-sip-logging-windows:

''''''''''''''''''''
Enabling SIP Logging
''''''''''''''''''''

.. include:: android-devices-troubleshoot.rst
  :start-after: .. _android-enabling-sip-logs-start:
  :end-before: .. _android-enabling-sip-logs-end:

.. |ico4| image:: image/g-ios-settings-icon.svg
  :width: 16
  :alt: Desktop application setting icon

#.  Select |ico4| > **Controls**.
#.  Enable **Enable troubleshooting**.
    The **Troubleshooting** option displays at the left navigation menu of the **Settings** window.

'''''''''''''''''''
Retrieving SIP Logs
'''''''''''''''''''

.. include:: android-devices-troubleshoot.rst
  :start-after: .. _android-retrieving-sip-logs-start:
  :end-before: .. _android-retrieving-sip-logs-end:
  
.. note::

  If users intend to reproduce an error and record its details in the log for troubleshooting, they must first enable the logging function. 
  Refer to the :ref:`enabling-sip-logging-windows` section to turn on this function.

#.  Select |ico4| > **Troubleshooting**.

    .. note::

        To open the log, select the **View** button next to the **View SIP logs** option. The paths of other log folders, such as the application data and temp data, are visible in the SIP log header. 
        If the support team requires these files for further investigation, use these paths to locate the files. 

#.  Under **SIP LOG**, select the **Export** button next to the **Export SIP log** option.
    A **Pick save location** window displays.
#.  Change the file name or the location to save the files if needed.
#.  Select the **Save** button on the **Pick save location** window.
#.  Send the log text file to the support team.

    .. raw:: html

      <iframe width="560" height="315" src="https://www.youtube.com/embed/6pz-iWHcmZQ?si=f4pmX2th_8sKbVkp" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe>

^^^^^^^^^^
Crash Logs
^^^^^^^^^^

.. include:: mac-computers-troubleshoot.rst
  :start-after: .. _mac-crash-logs-start:
  :end-before: .. _mac-crash-logs-end:
  
'''''''''''''''''''''
Retrieving Crash Logs
'''''''''''''''''''''

.. include:: mac-computers-troubleshoot.rst
  :start-after: .. _mac-retrieving-crash-logs-start:
  :end-before: .. _mac-retrieving-crash-logs-end:
  
1.  On the user's computer, select **File Explorer**.
2.  On the **File Explorer** window, select **Local Disk (C:)** > **Users** > ``{User name}``.
3.  Select the **AppData** folder.

    .. important::

        If the **AppData** folder is not visible, select the **View** drop-down arrow from the top navigation menu of the window. Then, select **Show** > **Hidden items**.

4.  Select **Local** > ``{application ID}``\ **.storage** > **Troubleshoot** > **ProblemReports**.
5.  Copy the crash log and send it to the support team.

    .. note::

        * The crash log is saved in the GZ file format.
        * ``{User name}`` denotes the user name registered in the computer; ``{application ID}`` denotes the application identifier.

    .. raw:: html

      <iframe width="560" height="315" src="https://www.youtube.com/embed/7wc_-kEbEco" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen></iframe>

^^^^^^^^^^
Audio Logs
^^^^^^^^^^

When the users encounter audio-related issues during calls, use audio logs for debugging. 
Once the users enable audio logging, a new audio log file is generated and stored on their computer every time a new call is made.
Audio logs contain audio data recorded in multiple processing stages at intervals of one minute. 

.. _enabling-audio-data-logging-windows:

''''''''''''''''''''''
Enabling Audio Logging
''''''''''''''''''''''

Audio logging is not turned on by default. 
Turn on the logging function so that the softphone application starts collecting audio data for all active calls.

#.  Select |ico4| > **Sound**.
#.  Select the **Advanced** button next to **Advanced sound settings**.
#.  Enable **Record audio data**.

'''''''''''''''''''''
Retrieving Audio Logs
'''''''''''''''''''''

Softphone users can retrieve audio logs from their computers only after enabling the logging function. 
Refer to the :ref:`enabling-audio-data-logging-windows` section to turn on this function.

1.  On the user's computer, select **File Explorer**.
2.  On the **File Explorer** window, select **Local Disk (C:)** > **Users** > ``{User name}``.
3.  Select the **AppData** folder.

    .. important::

        If the **AppData** folder is not visible, select the **View** drop-down arrow from the top navigation menu of the window. Then, select **Show** > **Hidden items**.

4.  Select **Local** > ``{application ID}``\ **.storage** > **Troubleshoot** > **DiagnosticData**. 
The file name of an audio log file is generated based on the date and time when the call is initiated.

    .. note::

        * An audio log file contains audio data saved in WAV and .csv file formats.
        * ``{User name}`` denotes the user name registered in the computer; ``{application ID}`` denotes the application identifier.

5.  Copy the audio log and send it to the support team.

.. important::

    Users who install the softphone application via a .appx installer may encounter difficulty locating the **Troubleshoot** folder as stated in step 4. 
    To locate the audio logs folder:

    #. Turn on SIP logging by following the steps in the :ref:`enabling-sip-logging-windows` section.
    #. Select |ico4| > **Logs**.
    #. Use the **Troubleshoot** file path displayed in the SIP header on the **Logs** screen to navigate to the **Troubleshoot** folder.
    #. Select **DiagnosticData**.

^^^^^^^^^^
Dump Files
^^^^^^^^^^

When users encounter unexpected unresponsiveness with the softphone application, generate and send a dump file to the support team to analyze the issue. 

'''''''''''''''''''''
Retrieving Dump Files
'''''''''''''''''''''

Generate a dump file in Task Manager.

1.  To open Windows Task Manager:

    a.  Press the **ctrl** + **alt** + **delete** keys.
    b.  Select **Task Manager**.

2.  On the **Task Manager** window, right-click on the application.
3.  Select the **Create dump file** or **Create memory dump file** option. The system is generating the dump file.
4.  On the **Collecting process memory dump** dialogue box, select the **Open file location** button.
5.  Send a copy of the dump file to the support team.

    .. note::

      A dump file displays in the ``{application_name}``.DMP name format.

    .. raw:: html

      <iframe width="560" height="315" src="https://www.youtube.com/embed/wxk4WCdU6BY" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen></iframe>

^^^^^^^^^^^^^^^^^^^^^^
Turnkey Messaging Logs
^^^^^^^^^^^^^^^^^^^^^^

.. include:: android-devices-troubleshoot.rst
  :start-after: .. _android-turnkey-messaging-logs-start:
  :end-before: .. _android-turnkey-messaging-logs-end:

'''''''''''''''''''''''''''''''''
Retrieving Turnkey Messaging Logs
'''''''''''''''''''''''''''''''''

Users must first enable the logging function before retrieving the messaging log file. Refer to the :ref:`enabling-sip-logging-windows` section to turn on this function.

#.  Select the **Chat** tab.
#.  Hover the cursor within the messaging pane, and then right-click.
#.  Select **Share logs** in the menu.
    A **Pick save location** window displays.
#.  Change the file name or the location to save the files if needed.
#.  Select the **Save** button on the **Pick save location** window.
#.  Send the log text file to the support team.

    .. raw:: html

      <iframe width="560" height="315" src="https://www.youtube.com/embed/Cg6dMZuLCO4?si=POHDFN8hC8KfK7u0" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen></iframe>

---------------------------
Minimum System Requirements
---------------------------

.. include:: android-devices-troubleshoot.rst
  :start-after: .. _android-system-requirements-start:
  :end-before: .. _android-system-requirements-end:

^^^^^^^^^^^
OS Versions
^^^^^^^^^^^

The minimum supported OS version is Windows 10 22h2.

^^^^^^^^^^^^^^^^^^^^^^^
Hardware Recommendation
^^^^^^^^^^^^^^^^^^^^^^^

Our applications supports a variety of hardware and our recommendation are as follows:

* **CPU Specifications**: 64 bit architecture, minimum 4 cores, 2.4 GHz clock speed or higher
* **CPU Model**: Intel Skylake (6th generation, 2015), AMD Epyc, Ryzen and newer models
* **RAM**: Minimum 8 GB RAM
* **Storage**: Solid-state drive (SSD)

.. important::

    Virtual machines, virtual desktops, or similar setups, are not supported. These configurations may lack the necessary resources and performance to ensure optimal functionality of the application.