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

Description

While working with Mobile Device Manager Plus, you might encounter issues which can be resolved quicker and better by the MDM Support team, if provided with the logs.

The logs can be sent to the MDM Support team as explained below:

Steps

• Mobile Device Manager Plus Server logs (Applicable only for MDM On-Premises)
  MDM server logs is located in <Install_Dir>\MDMServer\logs.
  

  Sending 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 successfully sent to MDM support team.
• ME MDM Android app logs

  Uploading Android device logs from MDM Server (Applicable only 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.

  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.

  • 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.
  • The file mdmagentLog*.txt contains the agent logs. This file is to be sent to the MDM Support team

  The other option is to send the logs directly from the MDM app. Open the MDM app, click on the horizontal blue bar at the top 5 times.

  

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

       

  • Open http://bonitas2.zohocorp.com/
  • Under Products, select Mobile Device Manager Plus.
  • Specify the Ticket ID, if you have one.
  • Add the modules, for which the logs are to be uploaded.
  • Specify your E-mail address to receive notifications and other required fields.
  • Click Add files to browse and select the required, zipped log files.
  • Click Upload.
• ME MDM iOS app logs
  • Extracting the logs
  • Sending the logs

  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.

  The iOS app logs are ready to be uploaded. If you are using MDM Cloud, the log files are to mailed to mdmcloud-support@manageengine.com

  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 file are successfully sent to Mobile Device Manager Plus support.