在 Microsoft 團隊的疑難排解中使用記錄檔Use log files in troubleshooting Microsoft Teams

用戶端自動產生三種類型的記錄檔案,可利用這些檔案協助 Microsoft 團隊進行疑難排解:There are three types of log files automatically produced by the client, which can be leveraged to assist in troubleshooting Microsoft Teams:

  • 調試記錄Debug logs

  • 媒體記錄Media logs

  • 桌面記錄Desktop logs

建立含 Microsoft 支援的支援要求時,支援工程師將需要調試記錄。When creating a support request with Microsoft Support, the support engineer will require the debug logs. 在建立支援要求之前,先準備好調試記錄,就能讓 Microsoft 快速開始疑難排解問題。Having the debug logs on hand before creating the support request will allow Microsoft to quickly start troubleshooting the problem. 媒體桌面 記錄只有 Microsoft 要求時才是必要的。Media or desktop logs are only required if requested by Microsoft.

注意

在本文中,「 調試記錄 」一詞是指用來進行疑難排解的記錄。In this article, the term Debug logs refers to the logs that are used for troubleshooting. 不過,為這些記錄產生的檔案,會在其名稱中包含字詞 診斷記錄However, the files that are generated for these logs will contain the term diagnostic logs in their names.

下表列出各種用戶端及其相關記錄。The following table outlines the various clients and their associated logs. 記錄檔案會儲存在用戶端與作業系統專用的位置。Log files are stored in locations specific to the client and operating system.

用戶端Client DebugDebug 桌面Desktop 媒體Media
網站Web XX - -
WindowsWindows XX XX XX
Mac OSXMac OSX XX XX XX
LinuxLinux XX XX XX
iOSiOS - - -
AndroidAndroid - - -

如需支援的作業系統和瀏覽器的完整清單,請參閱 取得 Microsoft 團隊的用戶端For a complete list of supported operating systems and browsers, see Get clients for Microsoft Teams.

調試記錄Debug logs

這些是最常見的記錄,而且對於所有 Microsoft 支援案例都是必要的。These are the most common logs and are required for all Microsoft support cases. 調試記錄是由 Windows 和 Mac 桌面用戶端以及瀏覽器的用戶端產生。Debug logs are produced by the Windows and Mac desktop clients, as well as by browser-based clients. 這些記錄都是以文字為基礎,並從下到上閱讀。The logs are text based and are read from the bottom-up. 它們可以使用任何文字型編輯器讀取,而且會在登入用戶端時建立新的記錄。They can be read using any text-based editor, and new logs are created when logging into the client.

[調試記錄] 會顯示下列資料流程程:Debug logs show the following data flows:

  • IdLogin

  • 連接要求至中介層服務Connection requests to middle-tier services

  • 通話/交談Call/conversation

調試記錄是使用下列 OS 專用方法產生:The debug logs are produced using the following OS-specific methods:

  • 時間Windows:

    鍵盤快速鍵: Ctrl + Alt + Shift + 1Keyboard shortcut: Ctrl + Alt + Shift + 1

  • Mac OSX:Mac OSX:

    鍵盤快速鍵: Option + Command + Shift + 1Keyboard shortcut: Option + Command + Shift+1

  • LinuxLinux:

    鍵盤快速鍵: Ctrl + Alt + Shift + 1Keyboard shortcut: Ctrl + Alt + Shift + 1

調試記錄會自動下載到下列資料夾:The debug logs are automatically downloaded to the following folders:

  • Windows:% userprofile% \ 下載Windows: %userprofile%\Downloads

  • Mac OSX: ~/DownloadsMac OSX: ~/Downloads

  • Linux: ~/DownloadsLinux: ~/Downloads

  • 瀏覽器:系統會提示您將調試記錄儲存到預設的儲存位置Browser: You will be prompted to save the debug log to default save location

媒體記錄Media logs

媒體記錄包含有關團隊會議中音訊、影片和螢幕共用的診斷資料。Media logs contain diagnostic data about audio, video, and screen sharing in Teams meetings. 它們對於連結至通話相關問題的支援案例是必要的。They are required for support cases that are linked to call-related issues.

媒體記錄會預設為關閉狀態。Media logging is turned off by default. 若要記錄團隊會議的診斷資料,使用者必須開啟團隊用戶端中的選項。To log diagnostic data for Teams meetings, users must turn on the option in the Teams client. 移至 > [設定一般],選取 [啟用會議診斷記錄] (需要重新開機團隊) 核取方塊、重新開機團隊,然後再現問題。Go to Settings > General, select the Enable logging for meeting diagnostics (requires restarting Teams) check box, restart Teams, and reproduce the issue.

下表列出媒體記錄位置。The following table outlines the media log locations. 當您將記錄檔傳送給 Microsoft 支援時,請確認記錄檔的時間戳記,以確保記錄在您再現問題時能覆蓋時間範圍。When you send the log files to Microsoft support, please verify the timestamp of the log files to ensure the logs cover the time frame when you reproduced the issue.

用戶端Client 位置Location
WindowsWindows %appdata%\Microsoft\Teams\media-stack \ *. 博客%appdata%\Microsoft\Teams\media-stack\*.blog
%appdata%\Microsoft\Teams\skylib \ *. 博客%appdata%\Microsoft\Teams\skylib\*.blog
%appdata%\Microsoft\Teams\media-stack \ * .etl%appdata%\Microsoft\Teams\media-stack\*.etl
Mac OSXMac OSX ~ 路徑/library/application support 支援/Microsoft/團隊/media-stack/*. 博客~/Library/Application Support/Microsoft/Teams/media-stack/*.blog
~ 路徑/library/application support 支援/Microsoft/團隊/skylib/*. 博客~/Library/Application Support/Microsoft/Teams/skylib/*.blog
LinuxLinux ~/.config/Microsoft/Microsoft 團隊/media-stack/*. 博客~/.config/Microsoft/Microsoft Teams/media-stack/*.blog
~/.config/Microsoft/Microsoft 團隊/skylib/*. 博客~/.config/Microsoft/Microsoft Teams/skylib/*.blog

以下列出所產生的記錄檔及其包含的資訊。Here's a list of the log files that are generated and the information they contain.

記錄檔案名Log file name 描述Description
Msrtc-0-s1039525249。Teams.msrtc-0-s1039525249.blog 包含媒體堆疊的相關資訊。Contains information related to the media stack. 這包括通道狀態(例如解析度、使用的解碼器和編碼器),以及傳送和接收的畫面數,以及攝影機與影片螢幕共用 (VBSS) 會話狀態。This includes channel status such as resolution, decoders and encoders used, and the number of frames sent and received, and camera and video-based screen sharing (VBSS) session status.
rtmcontrol msrtc-0-2415069487. 博客rtmcontrol.msrtc-0-2415069487.blog 記錄與遠端控制動作相關的資訊,例如控制權的時間戳記,以及滑鼠指標資訊。Records information related to remote control actions, such as the time stamp when control is given, and mouse pointer information.
Teams_MediaStackETW-2-U-xr-UTeams_MediaStackETW-2-U-xr-U.etl 記錄媒體堆疊追蹤事件。Records media stack trace events.
調試-0-s2790420889。Debug-0-s2790420889.blog 包含媒體代理程式的相關資訊,包括轉譯品質。Contains information related to the media agent, including rendering quality.
tscalling-0-2061129496tscalling-0-2061129496.blog 在 ts 呼叫 API 中記錄事件。Records events in the ts-calling API.

桌面記錄Desktop logs

桌面記錄(也稱為引導程式記錄)包含在桌面用戶端與瀏覽器之間所發生的記錄資料。Desktop logs, also known as bootstrapper logs, contain log data that occurs between the desktop client and the browser. 就像媒體記錄一樣,只有 Microsoft 要求時才需要這些記錄。Like media logs, these logs are only needed if requested by Microsoft. 這些記錄是以文字為基礎的,而且可以使用以自上而下格式為基礎的任何文字編輯器來閱讀。The logs are text based and can be read using any text-based editor in a top-down format.

時間Windows:

  • 以滑鼠右鍵按一下系統託盤中的 [ Microsoft 團隊 ] 圖示,然後選取 [ 取得記錄]。Right-click the Microsoft Teams icon in your system tray, and select Get Logs.

Mac OsX:Mac OsX:

  • [說明] 下拉式功能表中 選擇 [取得記錄]。Choose Get Logs from the Help pull-down menu.

LinuxLinux:

  • 按一下系統託盤中的 [ Microsoft 團隊 ] 圖示,然後選取 [ 取得記錄]。Click on the Microsoft Teams icon in your system tray, and select Get Logs.
用戶端Client 位置Location
WindowsWindows % appdata% \Microsoft\Teams\logs.txt%appdata%\Microsoft\Teams\logs.txt
Mac OSXMac OSX ~ 路徑/library/application support 支援/Microsoft/團隊/logs.txt~/Library/Application Support/Microsoft/Teams/logs.txt
LinuxLinux ~/.config/Microsoft/Microsoft 小組/logs.txt~/.config/Microsoft/Microsoft Teams/logs.txt

Teams 疑難排解Teams Troubleshooting