How to send log files to the Endpoint Central MSP support team?
Description
When you face issues while working with Endpoint Central MSP, it is mandatory for our experts to refer to your logs to resolve the issues you are facing. To provide an appropriate solution for your issue, you must send us log files along with a description of the issue and screen shots, depending on the issue. You can follow this document to upload the required logs.
There are two stages in sending the log files, they are:
List of Endpoint Central MSP Log Files and their Locations
The following are the list of logs, that might be needed for trouble shooting purposes. You can find the steps to archive the logs and the steps involved in sending it to the Endpoint Central MSP support.
Endpoint Central MSP MSP Server
<Install_Dir>\DesktopCentralMSP_Server\logs
Note: <Install_Dir> refers to the directory where the UEM Central MSP server is installed.
Endpoint Central MSP Distribution Server
You need to upload Distribution Server logs, if you are facing problems on managing your customers' remote office computers.
<Installation_Directory>\ DesktopCentral_DistributionServer\ logs.
For example,C:\Program Files\ DesktopCentral_DistributionServer\ logs
Endpoint Central MSP Secure Gateway Server
You need to upload Secure Gateway Server logs, if you are facing problems in using a Secure Gateway.
<Installation_Directory>\ ME_Secure_Gateway_Server\ logs.
For example, C:\Program Files\ ME_Secure_Gateway_Server\ logs
ServiceDesk Plus MSP Server
You need to upload ServiceDesk Plus MSP Server logs, if you are facing problems in using UEM Central MSP in integrated mode with ServiceDesk Plus MSP.
<SDP Server Home>\server\default\log.
Note: You can also obtain the error log files from the Support tab by clicking on the Support File link in the ServiceDesk Plus Web console.
Endpoint Central MSP Windows Agent
From the computer, where you have installed the UEM Central MSP agent, perform the following operations:
- Go to command prompt and navigate to the location, where UEM Central MSP Agent is installed.
For example: C:\Program Files <x86>\DesktopCentral_Agent\bin
- Type, dcagenttrayicon.exe -logs and press enter
- UEM Central MSP logs will be extracted and archived in the DesktopCentral_Agent folder.
The file will be saved in .7z format, the file name will be 1_<system name>_ZOHOCORP.7z (Example: 1_win2000_ZOHOCORP.7z)
- Open the Windows Run window (using Windows key + R) and execute "%programdata%/zohomeeting/log." This will open the Zoho Meeting logs folder.
- Zip all the files and include the created zip file while uploading the logs.
- You can upload/send this log file to the UEM Central MSP support team.
Endpoint Central MSP Mac Agent
From the computer, where you have installed the UEM Central MSP agent, perform the following operations:
- Go to the Terminal
- Navigate to the folder where UEM Central MSP agent is installed
(Example- machine name: ~machine name cd /Library/DesktopCentral_Agent/bin/dcagenttrayicon.app/Contents/MacOS/)
- Type ./dcagenttrayicon logs.
- You can see that the UEM Central MSP logs will be extracted and archived in the DesktopCentral_Agent/ folder.
The file will be saved in .zip format, the file name will be 1_<computer name>_ZOHOCORP.zip (Example: 1_MYMAC_ZOHOCORP.zip)
You can upload/send this log file to the UEM Central MSP support team.
Endpoint Central MSP Linux Agent
From the computer, where you have installed the Linux agent, perform the following operations:
- Go to the Terminal
- Navigate to the location where UEM Central MSP agent logs are located by using this command:
'cd < Desktop_Central_Agent >/logs'
( Default location- : '/usr/local/desktopcentralagent')
- Type sudo ./CollectLogs.sh
- You can see that the UEM Central MSP logs will be extracted and archived in the Desktop_central_agent/< computer_name >_DCAgent_Logs.zip folder.
The file will be saved in .zip format. You can upload/send this log file to the UEM Central MSP support team.
Remote Control / File Transfer from the Viewer Machine
Perform the following steps, on the computer, from which you are trying to initiate a remote control session or file transfer:
- Go to the computer, from which you have tried to take a remote session or file transfer.
- Login using the same users credentials, that you have used while trying to initiate the remote session or file transfer.
- Locate the logs folder in this location : C:\Users\Administrator\DesktopCentral_Viewer
- Compress this folder into a zip file
Your viewer logs are ready to be uploaded.
ME MDM App on Android Device
To upload the ME MDM Android App's logs to UEM Central MSP support, you will have to perform the following steps on the managed mobile device.
- Open ME MDM App on the device.
- Navigate to Device Details -> section.
- Go to "Agent Log Directory" Location
- Note down the agent log directory [ Example Location : /mnt/sdcard/mdm/ ]
- Open Your File Browser App [ My Files in Samsung ]
- Navigate to the location .
- You will find a log "mdmagentLog*.txt
- Touch the "mdmagentLog*.txt file to share file via Bluetooth, mail or other Apps.
Your Android agent logs are ready to be uploaded.
Sending it to Endpoint Central MSP support
Ensure that the log files are zipped and ready to be uploaded. You can use HTTP option to upload files whose size is less than 20 GB. To send log files using the HTTP mode, follow the steps given below:
- From a web browser, connect to this link.
- Specify the Ticket ID, if you have one.
- Add the modules, of which the logs are uploaded.
- Specify your email address and the address to receive notifications.
- Specify the reason.
- Click Add files to browse and select the required log files.
- Click Upload.
Note : For uploading server log files, the server must be stopped prior to the upload and can be started once the files have been uploaded.
The zipped log files are successfully uploaded.
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