VNCExplorer is a set of scripts that can be run on supported platforms to gather configuration information on RealVNC software - and the relevant configuration of the customer system - to help RealVNC Support diagnose and resolve customer support tickets more efficiently.
The latest release is available at: https://github.com/RealVNC/vncexplorer/releases/latest
Simply extract the ZIP or tar.gz file from the link above and run with administrative priveleges on your system.
Platform specific details below:
The contents of /etc/vnc, /etc/pam.d, contents of user .vnc directory, currently running VNC processes, current user environment, X11 configuration information, system IP addresses, installed VNC packages, system hardware details, vnc license information Private keys and chat history are NOT included
Once downloaded and extracted onto the relevant system, please make this script executable by running in a terminal: chmod u+x This script must be run either as root or via sudo. To run the script using sudo, type: sudo ./vncexplorer.sh
The script will gather information about the system it's running on and will create a temporary working directory called {hostname} in the current working directory. The script will prompt for a non-root username. This should be the username used if you run RealVNC Server usermode or virtual mode server. The script will default to root if you don't enter anything.
Once finished, it will create a tar file in /var/tmp/vncexplorer. The name of this file is vncsupport-{hostname}.tar
The script will clear up after itself - but please remove /var/tmp/vncexplorer once the file has been submitted to RealVNC Support.
Currently running processes, current user environment, IP addresses, network connection status, VNC registry keys (HKLM/Software/RealVNC and HKCU/Software/RealVNC), VNC service status, Event log data for VNC Server Secure information (private keys, passwords, chat history) is not collected.
Once downloaded and extracted onto the relevant system, please excute the batch file (vncexplorer.bat) in an elevated command prompt.
The script will prompt for a directory to write the output to. Once finished, please zip the contents of the output directory specified and send this zip file to RealVNC Support.
If you'd like to make changes or contribute, please fork the repository and use a feature branch. Pull requests are welcome.
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