How to send log files to Mobile Device Manager Plus Support? 

Description

While working with Mobile Device Manager Plus, you might encounter issues which can be resolved quickly and in better ways by the MDM Support team, if provided with the logs.
The logs can be sent to the MDM Support as explained below:

  • MDM Server logs 
    MDM server logs is available in <Install_Dir>\MDMServer\logs.

    Steps to send the server logs to the Support

    • Navigate to the Support tab in Mobile Device Manager server.
    • Select Create Support file.
    • Enter the following details:
      • E-mail address
      • Message
      • Select the logs you want to upload:
        • Server logs
        • Agent logs
    • Click Send to send the Support file.

    The log file(s) are sent to MDM Support successfully.

  • Managed Android device logs

    Uploading logs automatically from managed Android devices to Mobile Device Manager Plus Support

    Logs can be sent directly from the MDM app (applicable for On-Premises). Open the MDM app and click on the Support tab.

    To send the device logs to MDM Support via e-mail, select the corresponding option.

    Provide the Issue type, Admin e-mail, Problem description, and optionally provide the Ticket ID. Select the checkbox before clicking on Send.

    Specify the mail app using which you want to send the logs to MDM Support.

    Device logs are then directly sent to MDM Support.

    To send the device logs to the MDM server directly, select the option Send logs to server and follow the on-screen instructions. Select the checkbox before clicking on Send.

    Device logs are then sent to the MDM server.

    Uploading logs manually 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.

    • Open the MDM app on the device.
    • Navigate to Device Details section.
    • Navigate to Agent Log Directory.
    • Note down the agent log directory: /mnt/sdcard/memdm/agent.
    • Open the file browser in the device.
    • Navigate to the location where the logs are stored.
    • You can either send the logs folder as a zip file or send all the .txt files to MDM Support.

    Uploading Android device logs from MDM Server (Applicable for MDM On-Premises)

    • Navigate to the Support tab in the MDM server. Click on Create Support file.
    • Specify your e-mail address and the description of the problem, which needs to be sent with the logs
    • Select the logs you want to upload:
      • Server logs
      • Agent logs
    • Select the Agent logs and specify the devices whose logs are to be sent.
    • Click Send to send the Support file.

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

  • Managed iOS device logs

    Uploading logs automatically from managed iOS devices to Mobile Device Manager Plus Support

    1. The users can directly send the logs from the managed iOS devices. Open the MDM app, click on the Support button.
    2. Select the e-mail logs option. Provide the Issue type, Admin e-mail, Problem description optionally enter the Ticket ID and click Send.

    Extracting the logs

    Follow the steps to extract the ME MDM App logs.

    • Open the ME MDM App in the managed device.
    • Navigate to Support tab.
    • Select Collect logs. A notification is shown when the logs are successfully compiled.

    Sending the logs to Mobile Device Manager Plus Support

    Follow the steps to send your logs to MDM Support.

    • Navigate to the Support tab in the MDM server.
    • Select Create support file.
    • Enter the following details:
      • E-mail
      • Message
    • Select the logs you want to upload:
      • Server logs
      • Agent logs
    • Click Send to send the Support file.
    • The log files are sent to Mobile Device Manager Plus Support successfully.

  • Secure Gateway server logs

    Uploading logs from Secure Gateway server to Mobile Device Manager Plus server

    You can also upload the logs of the Secure Gateway configured with Mobile Device Manager Plus. Follow the steps given below to upload the logs from the Secure Gateway to the Mobile Device Manager Plus Support.

    • Open http://bonitas2.zohocorp.com/.
    • Under Products, select Mobile Device Manager Plus.
    • Specify the Ticket ID, if you have one.
    • Specify your e-mail address to receive notifications and other required fields.
    • Click Add Files to browse and select all the files in <Secure Gateway Installation Directory>:/ME_Secure_Gateway_Server\logs.
    • Click Upload.
    • The Secure Gateway server logs are uploaded to MDM server successfully.