---
title: Troubleshooting PingID desktop app
description: Troubleshoot common issues and find solutions for the PingID desktop application.
component: pingone
page_id: pingone:strong_authentication_mfa:p1_pid_troubleshooting_desktop_app
canonical_url: https://docs.pingidentity.com/pingone/strong_authentication_mfa/p1_pid_troubleshooting_desktop_app.html
revdate: April 16, 2026
section_ids:
  view-pingid-desktop-app-client-logs-files: View PingID desktop app client logs files
  windows: Windows
  mac: Mac
  example: Example
  parameters-and-options: Parameters and options
  use-case-collect-extended-logs-for-support: "Use case: collect extended logs for support"
---

# 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 `desktop.log` file.

  * **Default location**: The log file is the PingID subfolder in your temporary files folder. The full path is `%TEMP%\PingID`, which usually resolves to `C:\Users\<username>\AppData\Local\Temp\PingID`.

  * You can check the exact path by running the `echo %TEMP%` command.

* **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](../applications/p1_application_catalog.html).

### Mac

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

#### Example

```bash
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:

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