PingOne

Troubleshooting PingID desktop app

If an end-user receives an error related to the PingID desktop app, review the client logs to identify the root cause.

View PingID desktop app client logs files

Windows

Review log files and event information in the following locations:

  • Detailed activity logs: View user-specific activity in the \logs folder. This is located in the directory specified during installation.

    • Default location: C:\Program Files\Ping Identity\PingID\Desktop\logs

  • Debug logging: To increase log verbosity for troubleshooting, enable DEBUG level:

    1. Open the Registry Editor.

    2. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Ping Identity\PingId\Desktop.

    3. Create a new key of type DWORD (32-bit) named LogLevel.

    4. Set the value to 1.

    5. Restart the PingIdDesktopService or restart the computer to apply the changes.

Some log files don’t have a file size limit. To prevent disk space issues, don’t leave logging at DEBUG level for an extended period. To restore the logging level to Info (default), set the LogLevel registry value to 0 and restart the service or computer.

  • PingOne Audit logs: View events related to DaVinci flows, user registration, and authentication in the Audit window within the PingOne admin console. Learn more in PingOne Audit section.

Mac

On a Mac machine, use the pingiddesktop logs command to gather diagnostic data for support or internal debugging.

Example

sudo pingiddesktop logs [-s scope] [-t duration] [--debug | --info] [-o outputPath]

Parameters and options

Parameter Valid Values Description

-s

basic (default), extended

Defines the log collection scope.
Basic: Collects only PingID desktop app–related logs (including PingID desktop and SSO extension).
Extended: Collects both PingID desktop app logs and additional Apple process logs (AppSSO Agent).

-t

duration (for example, 10h, 30m, 2d)

Specifies the time window for the logs to be collected.

--debug, --info

N/A

Optional filters to set log verbosity levels.

-o

<outputPath>

(Optional) Writes collected logs to a custom location. Defaults to /tmp/pingid-desktop-logs.zip.

Running the logs command with the extended scope for long durations (for example, >2d) may result in large log files. Ensure the output directory has sufficient disk space before execution.

Use case: collect extended logs for support

When opening a support ticket, use the following command to gather a comprehensive 24-hour log history and save it directly to the desktop:

sudo pingiddesktop logs -s extended -t 24h -o ~/Desktop/pingid_support_logs