Table of Contents
AnyDesk outputs trace files while running that can be utilized to diagnose problems.
Some errors occur without causing an immediate crash and may cause other unintended behavior. Therefore, it would be highly recommended to include the trace files from both participating devices as well as a detailed description of the issue when submitting a support ticket.
Note: To submit a support ticket, please use the contact form in your MyAnyDesk customer portal.
Alternatively, going to Settings > About AnyDesk > Support Information in the AnyDesk client and clicking on "Send Support Information" will automatically open the default mail client with the trace files from the device already attached.
If submitting files from two or more devices, please manually rename the trace files to link them to the corresponding device. For example:
Local_ad.trace Local_ad_svc.trace
Remote_ad.trace Remote_ad_svc.trace
Or if sending the trace files as an archive:
Local_PC.zip Remote_PC.zip
Trace File Locations
The trace files can be manually located in the following locations:
| Operating System | Type | Standard Client | Custom Client |
|---|---|---|---|
| Windows 7 and newer | UI-based trace files |
%appdata%\AnyDesk\ad.trace |
EXE: %appdata%\AnyDesk\ad_<prefix>\ad_<prefix>.trace |
|
Service (network-based) trace files. Only available if AnyDesk is installed |
%programdata%\AnyDesk\ad_svc.trace |
EXE: %programdata%\AnyDesk\ad_<prefix>\ad_<prefix>_svc.trace |
|
| Windows XP/Server 2003 | UI-based trace files |
%appdata%\AnyDesk\ad.trace |
EXE: %appdata%\AnyDesk\ad_<prefix>\ad_<prefix>.trace |
|
Service (network-based) trace files. Only available if AnyDesk is installed |
%AllUsersProfile%\AnyDesk\ad_svc.trace |
EXE: %AllUsersProfile%\AnyDesk\ad_<prefix>\ad_<prefix>_svc.trace |
|
| macOS | Uninstalled |
~/.anydesk/anydesk.trace |
~/.anydesk_ad_<prefix>/anydesk_ad_<prefix>.trace |
| Installed |
/var/log/anydesk.trace |
/var/log/anydesk_ad_<prefix>.trace |
|
| Linux | Uninstalled |
~/.anydesk/anydesk.trace |
~/.anydesk_ad_<prefix>/anydesk_ad_<prefix>.trace |
| Installed |
var/log/anydesk.trace |
/var/log/anydesk_ad_<prefix>.trace |
iOS/iPadOS/tvOS
See AnyDesk for iOS/iPadOS/tvOS.
Android/ChromeOS
See AnyDesk for Android/ChromeOS.
Local Incoming Connection Log
When receiving a connection request, AnyDesk creates a “connection_trace.txt” file that includes information such as the Session details such as the date and time of the connection, how the connection was accepted or rejected as well as who sent the connection request.
The local “connection_trace.txt” file can be found in the same folder as the configuration files for the AnyDesk client. For more information, please see AnyDesk-ID and Alias.