> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/existing-dialogue-cloud-neo-connect-apps/snapper/troubleshoot-snapper.md). # Troubleshoot Snapper Troubleshoot basic Snapper issues and collect log information. Use these checks when Snapper does not work as expected. ## Restart Snapper Restart Snapper first. Snapper uses external components, and restarting closes active connections and creates new ones. ## Check your selected UCC Confirm that you selected the correct UCC (Unified Contact Center). If you can select multiple UCCs, switch to the UCC where you expect to work and retry the action. If your organization asks you to verify a configured UCC server value, follow your internal support process. Current source uses both **UCC Host** and **UCC Url** in different places, so this page does not rely on one exact label. ## Screen recording upload to SharePoint is unavailable Snapper reached End of Support Maintenance (EoSM) in October 2023 and does not support Microsoft Entra ID app + certificate authentication for SharePoint connections. Microsoft retired legacy Client ID/Secret authentication in April 2026, which removes the supported authentication path for Snapper-based SharePoint uploads. If your deployment relies on Snapper screen recording uploads to SharePoint, review your recording configuration and storage strategy. ## Collect logs Snapper stores log files in the user's roaming profile: ``` %Appdata%\Workstreampeople\Snapper\logs\ ``` Copy the log file to another location before opening it so Snapper can continue writing logs. To review a copied log: 1. Open the copied log file in a text editor. 2. Go to the date and time when the issue happened. 3. Review the event description around that time. ## Contact support If restarting Snapper and checking your selected UCC do not solve the issue, contact your supervisor, administrator, or support team. Include: * Snapper version. * Log files. * Date and time of the issue. * What you were doing when the issue happened. * The selected UCC. * Any error message shown by Snapper. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://atlas.anywhere.now/use/existing-dialogue-cloud-neo-connect-apps/snapper/troubleshoot-snapper.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.