How to enable debug and send data to support

Some problems only happen on your network: connection switches for no apparent reason, lag that shows up at a specific time of day, a tunnel that drops once per night. From a distance, without evidence, support can only guess. With the right log in hand, we can point to the exact line where the problem started.

The good news: PingArmor already has a built-in diagnostic mode. Enabling it takes less than 2 minutes, changes nothing about your protection, and produces a text file that records every decision the app made during the session. This post shows how to enable it, what to collect, and how to send it.

Step 1: enable the Debug Log

Click the gear icon (top corner of the app) to open the “Network Setup” screen. Right below the interfaces there’s a checkbox called “Debug Log” — tick it and click “Save & Apply”.

The “Open logs” button next to the checkbox will come in handy in Step 3 — it opens the folder where the files live.

The Debug Log ships disabled by default because most sessions don’t need it. When enabled, it adds no perceptible overhead: it’s just text written to disk, with automatic truncation if the file grows past 5 MB.

Step 2: reproduce the problem

With debug enabled, connect the tunnel and play normally. No need to do anything special — the goal is for the problem to happen again with the recorder running.

Two things massively increase the value of the evidence:

1. Write down the exact time (HH:MM) of each symptom. “It lagged around 10pm” forces support to scan an hour of log. “It lagged at 22:03” points straight to the right lines.
2. The longer the session, the better. Intermittent problems need recording time to show up. One 3-hour session with one symptom is worth more than five 10-minute sessions with none.

Step 3: collect the files

Go back to the gear icon and click “Open logs”. Windows Explorer opens directly in the %APPDATA%\PingArmor\ folder — you can also paste that path into the address bar of any Explorer window.

The two files that matter:

• debug.log — the current session (or the last one, if you already disconnected)
• debug.log.prev — the previous session

Inside, it’s plain text with a timestamp on every line:

2026-06-05 21:13:58 [INFO] PingArmor v1.8.4 — session started
2026-06-05 21:13:58 [INFO] Connecting tunnel...
2026-06-05 21:14:22 [INFO] Game server: 135.125.x.x
2026-06-05 22:03:47 [INFO] [FO] Drop confirmed (ICMP+TCP both failed)
2026-06-05 22:03:47 [INFO] [FO] Socket rebound to 10.177.16.214
2026-06-05 22:03:48 [INFO] [FO] Metrics applied: Ethernet=500 Ethernet 3=5

Every line records a decision the app made: game detection, latency measurements, failover, failback, and the reason for each switch. That’s exactly what support needs to reconstruct what happened on your network.

Copy both files to your Desktop (or any folder of yours) before connecting again.

Step 4: the Session Report

When you disconnect — after a session of at least 10 minutes, or 3 minutes if there was at least one save — the app opens the “Session Report”: a visual summary of the session’s protection events.

Click “Share”: the whole summary goes to your clipboard as formatted text — duration, saves, each event with its time and destination interface. Paste it into a notepad and keep it next to the files from Step 3. Nothing is sent automatically: the text only leaves your PC when you paste it somewhere.

Step 5: send it to support

Email [email protected] with:

1. The 2 files attached — debug.log and debug.log.prev
2. The “Share” text pasted into the email body
3. The exact time of the symptom — HH:MM of each moment you noticed the problem
4. A free-form description — which game and server (Tibia Global? Rubinot?), whether your secondary is cable or 4G, and what you saw on screen when the problem happened
5. The app version — shown in the PingArmor footer (e.g. v1.8.4)

Checklist: maximum evidence

With all of this in a single email, a diagnosis that would take days of back-and-forth usually comes in the first reply.

Solved? Turn it off (or leave it on)

Once the problem is diagnosed, you can untick “Debug Log” on the same screen — or leave it enabled forever, at no perceptible cost. With automatic rotation (current + previous), the 5 MB truncation, and the cleanup of logs older than 7 days, it will never pile up junk on your disk.

Got a question? Check the FAQ or get in touch at [email protected]. And to understand what each report event means, see how the app protects your game during failover.