How to send log files to the Mobile Device Manager Plus support team?

Description

When you face issues while working with Mobile Device Manager Plus, 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.

Steps:

Select the type of logs that has to be sent to Mobile Device Manager Plus support:

• Mobile Device Manager Plus Server logs
  The Mobile Device Manager Plus server logs can be found in this path:<Install_Dir>\MDMServer\logs.
  Note:<Install_Dir>refers to the directory where the Mobile Device Manager Plus server is installed.

  Sending the server logs to the support:

  1. Go to the Support tab of Mobile Device Manager web console.
  2. Select Create support file.
  3. Enter the following details:
     1. Your email id
     2. Message
     3. Select the logs you want to upload:
        1. Server logs
        2. Agent logs
  4. Click Send support file.

  The log file are successfully sent to Mobile Device Manager Plus support.
• ME MDM Android app logs from MDM Server

  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 Mobile Device Manager Plus support.

  Note: <Install_Dir> refers to the directory where the Mobile Device Manager Plus server is installed.

  1. Open ManageEngine Mobile Device Manager Plus web console.
  2. Navigate to Support -> Create Support File
  3. Specify your email address and the description of the problem, which needs to be sent with the logs
  4. Select the logs you want to upload:
     1. Server logs
     2. Agent logs. You can see the list of managed mobile devices, you can choose the device, whose logs are to be sent.
  5. Click Send support file.

  The log files are successfully sent to Mobile Device Manager Plus support.

  Uploading logs from managed Android devices to Mobile Device Manager Plus support

  You can also upload the logs of Android devices managed by MDM. You can find the steps to archive the logs and the steps involved in sending it to the Mobile Device Manager Plus support.

  1. Open ManageEngine Mobile Device Manager Plus app on the device. 
  2. Navigate to Device Details section.
  3. Go to "Agent Log Directory" Location.
  4. Note down the agent log directory. [ Example Location : /mnt/sdcard/memdm/agent ]
  5. Open Your File Browser App. [ My Files in Samsung ] 
  6. Navigate to the location .
  7. You will find a log "mdmagentLog*.txt. 
  8. Touch the "mdmagentLog*.txt file to share file via Bluetooth, mail or other apps.
     You can send the logs to MDM Support or to your IT adminstrator.

   The other option is to open the ME MDM app, click on the horizontal green bar at the top 5 times. 

  

  Provide logs@memdm as password and then provide the issue details. Click OK to send the logs.

                                               

  1. From a web browser, connect to http://bonitas2.zohocorp.com/
  2. Under Products, choose Mobile Device Manager Plus.
  3. Specify the Ticket Id, if you have one.
  4. Add the modules, of which the logs are uploaded.
  5. Specify your email address and the address to receive notifications.
  6. Specify the reason.
  7. Click Add files to browse and select the required, zipped log files.
  8. Click Upload.

  
  
• ME MDM app logs from managed iOS devices

  Note: For iOS, the process of extracting agent logs has been automated. ME MDM App must be installed in the managed iOS device from where the log is to be extracted.

  • Extracting the logs
  • Sending the logs

  Extracting the logs

  Follow the steps to extract the ME MDM App logs.

  1. In the managed mobile device, go to the ME MDM App.
  2. Navigate to support tab.
  3. Select Collect logs.
  4. A pop up message, "Logs successfully collected" is displayed.

  Your iOS app logs are ready to be uploaded.

   

  Sending the logs to Mobile Device Manager Plus support.

  Follow the steps to send your logs to Mobile Device manager Plus support.

  1. Go to the Support tab of Mobile Device Manager web console.
  2. Select Create support file.
  3. Enter the following details:
     1. Your email id
     2. Message
     3. Select the logs you want to upload:
        1. Server logs
        2. Agent logs
  4. Click Send support file.

  The log file are successfully sent to Mobile Device Manager Plus support.