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I have issues with PRTG Desktop. What can I do?



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What can I do when I run into issues with PRTG Desktop? Are there any troubleshooting solutions?

issue prtg prtg-desktop troubleshooting

Created on Aug 26, 2020 6:11:47 AM by  Maike Guba [Paessler Support]

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Issues with PRTG Desktop and troubleshooting solutions

Note: This article is work in progress. It will be updated accordingly if new issues come up.

General recommendations

  • If you have an issue with PRTG Desktop, first check if you have the same issue when you use the PRTG web interface. If this is the case, the issue does not originate with PRTG Desktop.
  • You can always contact the Paessler Support team if you need help with troubleshooting. Please do not forget to add debug logs to your support request. You can find the debug logs (debuglog and debuglog-rotated) for PRTG Desktop in the following directories:
    • Windows: %AllUsers%\AppData\Roaming\Paessler\PRTG Desktop\data
    • macOS: \Library\Application Support\Paessler\PRTG Desktop\data

Deinstallation does not remove all custom components

Important: Make sure that you have a proper system backup before you manipulate the Windows registry.

When you uninstall PRTG Desktop, this does not completely remove all custom components from the PRTG Desktop data directory. To solve this issue, take the following steps:

  1. Open the Windows registry and delete the registry key HKEY_CURRENT_USER\Software\Paessler\PRTG Desktop.
  2. Delete the %AllUsers%\AppData\Roaming\Paessler directory and the %AllUsers%\AppData\Local\Paessler directory.

Connecting multiple PRTG servers to PRTG Desktop

If it is not possible for you to simultaneously connect more than two PRTG servers to PRTG Desktop, check your license information. PRTG Desktop only supports the connection of two Trial Editions or Freeware Editions of PRTG at the same time. There is no limit for connecting multiple licensed PRTG servers.

Created on Aug 26, 2020 6:17:49 AM by  Maike Guba [Paessler Support]

Last change on Aug 26, 2020 8:25:05 AM by  Maike Guba [Paessler Support]

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Disclaimer: The information in the Paessler Knowledge Base comes without warranty of any kind. Use at your own risk. Before applying any instructions please exercise proper system administrator housekeeping. You must make sure that a proper backup of all your data is available.