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      How to deactivate Safetica Client and collect troubleshooting logs in the new Safetica console

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

      In this article, you will learn how to:

       

      Introduction

      If you are experiencing an application-related or website-related issue on a device with installed Safetica Client, you should try to isolate its source before reporting the issue to Safetica Support. You can proceed with the following steps:

       

      Deactivate Safetica Client 

      1. Go to the Devices section in Safetica console.
      2. Click the problematic device to display its detail.
      3. Click the Actions button at the top right corner.
      4. Click Deactivate Safetica Client.

      ❗You cannot deactivate Safetica Client on devices in the following states: Not installed, Installing, Updating, Uninstalling, Deactivating, Deactivated unexpectedly, Deactivated.

        5.  Restart the device and check if the issue is still present.

        6.  If the issue is still present, it is not related to Safetica, and you should check other applications installed on the device.

      ✍️Do not forget to reactivate Safetica Client by opening the device detail and clicking Actions > Reactivate Safetica Client.

        7.  If the issue is resolved, perform steps based on the Safetica version you are using:

       

      Collect troubleshooting logs via Safetica console

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

      1. Go to the Devices section in Safetica console.
      2. Click the problematic device to display its detail.
      3. Click the Actions button at the top right corner.
      4. Click Troubleshoot.

        5.  You have 2 options:
      • Click Troubleshoot and collect basic logs already available on the device.
      • Activate Enhanced troubleshooting – this will turn on verbose logging for one hour. Within the hour, you should try to replicate the issue. After one hour, Enhanced troubleshooting is deactivated and troubleshooting logs are collected.

        6.  After logs are collected, you can click the download link in the device detail, download the logs to your computer, and send them to your partner or Safetica Support.

      Logs from basic troubleshooting are quite small, logs from Enhanced troubleshooting can be bigger (about 1GB). 

      ❗If a device with installed Safetica Client can't connect to the server, you may need to collect troubleshooting logs from the device locally. Learn more here.

       

      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. Click the device in the Devices section to open its details.
      2. Download the collected troubleshooting logs.
      3. After completing the download, refresh the page, and the status should update to normal.