Collect Innoactive Spatial Runtime logs

Open the Log Files folder from the Spatial Runtime tray app on the workstation and grab the runtime and CloudXR logs support needs to diagnose a failing session.

When a streaming session fails to start, drops mid-session, or misbehaves in a way that isn't obvious from the tray-app UI, the Spatial Runtime log files on the workstation are usually the fastest way to understand what happened. This guide shows where to find them and which files to attach to a support ticket.

Open the Log Files folder

  1. On the workstation, open Innoactive Spatial Runtime (the tray-app UI).
  2. Go to Settings.
  3. Scroll down to the Log Files section.
  4. Click Open — the workstation's log folder opens in Windows Explorer.

Which files to send

The folder contains one or more files per component. The set support usually asks for is:

  • SpatialRuntime-*.log — the Spatial Runtime tray app itself.
  • CloudXrHost-*.log — CloudXR host process. Present only if a CloudXR session was started; may be absent if the failure happened before CloudXR launched.
  • CloudXR\cxr_server.*.log — CloudXR server-side session log, inside the CloudXR subfolder.
  • CloudXR\cxr_streamsdk.*.log — CloudXR stream-SDK log, in the same subfolder.

* is a date/time stamp added to each filename. Send the latest of each file — that's typically 3 or 4 files in total.

Make sure you have reproduced the failure since the last (re)start — restarting the runtime, the workstation, or CloudXR rotates the logs, so the newest files only contain relevant data if the failing attempt happened after the last restart.

  1. Reproduce the issue (start a session that fails, or repeat whatever is misbehaving).
  2. Do not restart the runtime, CloudXR, or the workstation — that rotates the log files.
  3. In the Spatial Runtime tray app go to Settings → Log Files → Open.
  4. Sort the folder by Date modified to confirm the newest files line up with the failing attempt.
  5. Copy the latest of each file listed above into a separate folder (or zip the whole folder if you are unsure which files apply).
  6. Attach the archive to your support ticket, or send it to your Innoactive contact directly.