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Troubleshooting and log files

If you visit this page, you probably have difficulties using alfaview. The following sections are intended to help you solve problems yourself or describe your concerns to us.

Best practices

  • Use a headset to reduce feedback and background noise.
  • Select your headset’s microphone and speaker in Settings.
  • Adjust the voice activation level to your microphone.
  • If possible, use a network cable or optimize WiFi reception.
  • Place your camera approximately at eye level and an arm’s length away.
  • Make sure the lighting conditions are pleasant and try to position yourself in the center of the camera image.

Common problems and their solutions

The following pages provide assistance and suggested solutions for installation issues, internet connection problems, guest link difficulties, and audio and video concerns.

If the solutions listed do not remedy the problem, restart the alfaview app. Restarting your computer can also help to resolve certain issues.

If you can’t solve the problems yourself, please do not hesitate to contact our support team.

I need support

Contact us by phone at +49-711-758598-50,
or send an email to

The following information helps us to process:

  • Your contact details
  • A precise description of the problem
  • Screenshots
  • Information on computer and operating system
  • Log files (see section Log files)

Log files

The alfaview app logs technical information and events in log files on your computer.

  • The log files are only accessible to you.
  • The log files are only meant to be used in case of technical support.
  • No communication content is logged.
  • These are pure text files.
  • There is no access log files with mobile devices.
Log files in the settings within the app
Show log files

The log files can be found in the alfaview app at:
Settings > Help > Technical support >

This opens the directory in which alfaview stores log files. Send us the latest file in order to help the technical support resolve the issue.

The option Debug Logging in the settings within the app
Debug logging

Activate the Debug logging option to generate more detailed log files for technical support.

Last updated on May 31st, 2024, 12:46 pm