IDE Services Cloud Help

Troubleshooting

If you stumble upon a problem while working with IDE Services, make sure to contact the IDE Services support team. If possible, we recommend including the following information in your report:

Logs and diagnostic data

Collect Toolbox App logs

  1. In the Toolbox App, click the locknut icon in the upper right corner and select Settings Ctrl+Alt+S.

    Toolbox App menu
  2. Navigate to the About tab and click the Show log files button.

    Show log files button

As an alternative, you can find Toolbox App logs in your file system:

  • macOS: ~/Library/Logs/JetBrains/Toolbox/

  • Windows: <SYSTEM_DRIVE>\Users\<USER_ACCOUNT_NAME>\AppData\Local\JetBrains\Toolbox\logs

  • Linux: ~/.local/share/JetBrains/Toolbox/logs/

Collect IDE logs

The log file is called idea.log and is rotated based on its size. When submitting an issue, it's recommended to zip and attach the most recent log files.

Navigate to the product log file from the IDE

  • From the main menu, select Help and choose one of the following menu items:

    • Show Log in Explorer (for Windows and Linux)

    • Show Log in Finder (for macOS)

As an alternative, you can find IDE logs in your file system:

  • macOS: ~/Library/Logs/JetBrains/<IDE_NAME_AND_VERSION>

  • Windows: %LOCALAPPDATA%\JetBrains\<IDE_NAME_AND_VERSION>\log

  • Linux: ~/.cache/JetBrains/<IDE_NAME_AND_VERSION>/log

Collect IDE Services diagnostic data in IDEs

  1. In your IDE, press Shift twice to open the Search Everywhere dialog.

  2. Start typing Collect JetBrains IDE Services Diagnostics Data and select the action from the list.

    Collect diagnostics

    Your IDE will create a scratch tbe-diagnostics.json file, open it in the editor, and copy its contents to the clipboard.

    Auto-generated diagnostic file

Server public key

View the server public key

In case of activation or licensing problems, the IDE Services support team may ask you to provide the public key of your IDE Services Server.

  1. In the IDE Services Web UI, navigate to Configuration | License & Activation.

  2. Click Public key | View public key.

    Viewing the server public key
  3. Copy the key from the License Public Key dialog.

    License Public Key dialog

Regenerate a server public key

  1. In the IDE Services Web UI, navigate to Configuration | License & Activation.

  2. Click Public key | Regenerate public key.

    Generating a new public key
  3. In the Generate New Public Key dialog, confirm that you understand the effects of generating a new public key and have contacted the support team.

    Generate New Public Key dialog
  4. Click Generate public key.

Last modified: 30 January 2025