🆕How to troubleshoot a device and collect logs in the new Safetica console

Learn how to investigate issues on devices with installed Safetica Client, collect logs, and report issues to Safetica Support.

Introduction

When solving issues with a device with installed Safetica Client, it might be necessary to troubleshoot the device and collect logs from it to better analyze the root cause of the problem.

You can choose between:

• Collecting existing device logs
• Running troubleshooting and collecting detailed logs

How to collect existing device logs

Use when: You don’t need to reproduce the issue, and just want basic log data already available on the device.

To collect existing device logs:

1. Go to the Devices section and click the problematic device.
2. Click Actions > Collect device logs.
3. Wait for the log collection process to complete (may take a few minutes).
4. Once logs are collected, click the download link in the device detail.
5. Download the logs to your computer and send them to your partner or Safetica Support.

How to cancel log collection

If you realize the log collection is no longer needed, you can cancel it:

1. Go to the Devices section and click the relevant device.
2. Click Actions > Cancel log collection.
   

How to run troubleshooting and collect detailed logs

Use when: You need to collect detailed verbose logs and are able to reproduce the issue on the device.

To run troubleshooting:

1. Go to the Devices section and click the problematic device.
2. ClickActions > Run troubleshooting.
3. Choose how long the troubleshooting should run: 1 day, 3 days, or 7 days.
4. During that time, reproduce the issue on the problematic device. 
5. After reproducing the issue:
   1. Wait until the selected troubleshooting period ends, or
   2. Manually stop the troubleshooting by clicking Actions > Stop troubleshooting and collect detailed logs.
6. Once troubleshooting is finished or manually stopped, detailed logs are collected automatically. The log collection process may take some time.
7. Once logs are collected, click the download link in the device detail.
8. Download the logs to your computer and send them to your partner or Safetica Support.

How to cancel troubleshooting

If you realize the troubleshooting is no longer needed, you can cancel it without collecting logs:

1. Go to the Devices section and click the relevant device.
2. Click Actions > Cancel troubleshooting.

FAQ

Q: How do I remove the "Troubleshooting finished" status from a device?

A: To remove the "Troubleshooting finished" status and return the device to its normal state:

1. Go to the Devices section and click the device.
2. Download the collected logs.
3. Refresh the page - the status should return to normal.

Q: Can I download logs more than once?

A: Yes, you can download logs as many times as needed.

Just note: The logs will be overwritten if you run new troubleshooting or new device log collection.

Q: Can I collect device logs while troubleshooting is running?

A: No, the actions Run troubleshooting and Collect device logs are mutually exclusive. 

If you select Run troubleshooting, you can then only Stop troubleshooting and collect device logs or Cancel troubleshooting. The Collect device logs option will not be present in the Actions drop-down.

If you select Collect device logs, you can then only Cancel log collection. The Run troubleshooting option will not be present in the Actions drop-down.