Help › How & why
Error reports and “Report a problem”
What DeskRanger sends after a crash – only if you agree –, what is never in it, and how to report a problem with diagnostics.
If DeskRanger crashes, a report helps us find the error. The app sends it only if you agree. What happens in your sessions is never in it.
After a crash
At the next start the app asks once whether it may send a report. You can send this one report, let it always send, or delete it. If you decline, the app asks again at most once a week and not at all after the third time.
If a session is running or someone is waiting for your consent, the question comes afterwards. It never covers the consent and never the sign that someone is connected.
In the settings under Privacy you switch error reports on or off at any time. Switching off deletes reports not yet sent and the random identifier of this installation. There you also see the most recently sent reports with their identifier.
What a report contains
- where in the program the error happened, as addresses and program parts, and the kind of error;
- the app's version and edition, operating system, processor architecture, device class and the app's language;
- whether a session was running and whether it went directly or through a relay, plus the latest error codes;
- a random identifier of this installation. It is not your account and not your device.
Under the same consent the app counts how often it starts and whether it ends normally. That way we see whether a new version is more stable than the old one, and we stop an update that crashes more often.
What is never in it
Screen content and screenshots, sound, clipboard, files and file names, terminal content, input, passwords, keys and support codes. There are no memory dumps and no recording of what you do. The app replaces device names, user names, addresses and email addresses with placeholders before sending.
Reports go to our own intake service. It checks them a second time and passes them on without your IP address to our provider for error analysis, which keeps them in the EU. The details are in the privacy policy.
A device's DeskRanger service
The service that keeps a device reachable even before sign-in runs for all users of the device. It never sends anything itself. An administrator of the device decides about its reports; only they see the question after the service has crashed.
Report a problem
If something does not work, you write to us with “Report a problem” right from the app and, if you like, attach a diagnostics bundle: versions, system, network type and connection path, the latest error codes and connection values, and the logs of the last 24 hours. The app cleans the bundle like an error report, and you can view all of it before sending.
The bundle is encrypted so that only our support can open it. We delete it after 30 days.
On the device someone is connected to, only the person at that device can report a problem. Whoever helps remotely cannot start it there.