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Problem Report

The problem report is used by Mudfish support team to analyze the mudfish problem.

IMPORTANT

When it's reported to Mudfish team successfully, you can find your problem report topic at My Topics menu.

If you can't find your topic for the problem report, it means it failed to upload it to Mudfish web server. For this case, please try to send us another one.

Desktop / PC​

To send the problem report, you need to send it from Mudfish Cloud VPN program.

Information included in a report​

The report sends the following diagnostic information to the Mudfish central server so that the support team can investigate the problem:

  • Your Mudfish user ID, if available. This is your Mudfish account name, not your Windows username.
  • Operating system version.
  • Computer name (the name used by NetBIOS).
  • Output from TASKLIST, IPCONFIG /ALL, and ROUTE PRINT on Windows.
  • TCP and UDP socket response checks for the Mudfish central server.
  • Traceroute and Path MTU results for the Mudfish central server.
  • Mudfish log files: mudfish_stdout.txt, mudfish_stderr.txt, mudrun_stdout.txt, mudrun_stderr.txt, mudflow_stderr.txt, and mudflow_stdout.txt.

Automatic Mode​

You need to follow the below steps:

  1. First you need to increase the debugging message level to "TRACE". This option will make Mudfish being more verbose.

    This option is found under "Setup -> Program -> Launcher" menu.

    info

    Please note that this option is only available Mudfish Cloud VPN v5.7.4 or above.

    picture 1

  2. Then reproduce your problem. Please make sure you didn't terminate Mudfish Launcher.

  3. If the problem is reproduced successfully, you should click the pencil icon located at top-right of Mudfish Dashboard.

    picture 2

  4. Then fill information and press 'Report the problem'. Normally it takes 1 ~ 2 minutes to submit the problem report.

    Include detailed steps to reproduce the issue in the description.

When it's successfully submitted to mudfish system, it automatically creates a "Problem Report" topic at Mudfish private support. And you can find it at My Topics link. If you can't find a topic created for it, it means there's a unexpected problem. So you should resend it again.

Manual Mode​

Sometimes sending the problem report could be failed by various reason (e.g. firewall block, routing problem and internet connection issue). At its environment, you can dump the problem report and send it to support@loxch.com manually. Please follow below steps:

Linux​

  • Open Terminal and run the following command:

    $ sudo /opt/mudfish/6.5.4/bin/muddiag -c /opt/mudfish/6.5.4/etc/muddiag_config.json -o

  • If it's completed successfully, you can find muddiag_result.tar.zz file under /tmp/muddiag.<random_6_digits>/ directory.

macOS​

  • Open Terminal and run the following command:

    $ /Applications/Mudfish\ Cloud\ VPN.app/Contents/MacOS/muddiag -c /Applications/Mudfish\ Cloud\ VPN.app/Contents/MacOS/etc/muddiag_config.json -o

  • If it's completed successfully, you can find muddiag_result.tar.zz file under /tmp/muddiag.<random_6_digits>/ directory.

Windows​

  • Please make sure that Mudfish Launcher is running.
  • Open Command Prompt as an administrator and go to Mudfish's installation directory (normally C:\Program Files (x86)\Mudfish Cloud VPN).
  • Runs muddiag.exe -c muddiag_config.json -o
  • When it's completed, you can find muddiag_result.tar.zz file.

Send the generated muddiag_result.tar.zz file to support@loxch.com. Compress it if possible. If it exceeds 10 MB, use your email service's large-attachment feature.