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Gathering Logs in KMDM

KB#: KKB000815

QUESTION 
What logs are available in the Kaseya Mobile Device Management (KMDM) module? How do I gather them?

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ANSWER

 

Mobile App Installation Log

Application Specific Logs

Mobile Agent Specific Logs

Device Log Gathering - Android Specific

Device Log Gathering - iOS Specific

Device Log Gathering - RIM Specific

Rolling Communication Log

 

 

Mobile App Installation Log

 

If issues occur during the installation of the Kaseya mobile agent app, send us your phone system log from each issue targeted device to isolate & identify the installation issue further.

 

Android Specific - These steps are used to send system log info

iOS Specific - These steps are used to send system log info

 

 

 

Application Specific Logs

 

Within the VSA, there is the Mobile > Operations > Application Logs page.

 

 

This log is generated to log the operations sent down to installed mobile agents.

 

 

 

Mobile Agent Specific Logs

 

There is the log on the device that you can get using the "request logs" button on the Mobile > Operations > Device Summary page:

 

 

 

These logs are the mobile agent logs, so if something is going wrong, we can get the agent logs from here to further isolate out the issue.

 

The logs that can be gathered are the following:

 

- AppLog.log → App specific information

- PowerLog.log → Power Consumption information

 

 

 

Device Log gathering - Android Specific Steps

 

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1. On the issue phone, download & install the free application 'aLogCat' from the Android Marketplace as noted here:

 

http://code.google.com/p/alogcat/ 

 

Once downloaded & installed, launch this app.

 

2. When this app is run, it displays the device system log onscreen. The app has options (accessed via the command menu) to clear the log, send the log via email, or set a filter. Choose to Clear the log.

 

3. Immediately (and this *must* be immediate, otherwise critical log information will be lost) please repeat the exact steps required to reproduce the error. This may mean the command on the VSA is re-queued or the install of the application is re attempted, etc...

 

4. If possible, and if the issue is not Agent install related, please run the Kaseya Agent application and perform a manual checkin (from the App Command menu).

 

5. Return and re-run the aLogCat application. Use the 'Share' command from the menu to email the log file to yourself (or transfer it however you would like to) and attach this log text information as a zip file in a reply to the support ticket you have filed.

 

Information on the Android Mobile Agent App is found here:

Phone Specific - http://bit.ly/kaseya-agent-android 

Tablet Specific - http://bit.ly/kaseya-agent-android-tablet 

 

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Device Log gathering - iOS Specific Steps

 

Via System Console

Via iPhone Configuration Utility

 

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1. Download and install the free ‘System Console’ app from Electric Labs on your iOS Device as noted here:

 

http://itunes.apple.com/us/app/system-console/id431158981?mt=8 

 

2. Immediately (and this *must* be immediate, otherwise critical log information will be lost) please repeat the exact steps required to reproduce the error. This may mean the command on the VSA is re-queued or the install of the application is re attempted, etc...

 

3. If possible, and if the issue is not Agent install related, please run the Kaseya Agent application and choose the “Check-in” option.

 

4. From here, launch the System Console app and select to “Email Log” by tapping the top right iOS action button (or transfer it however you would like to).

 

5. Email this log to yourself and attach this log text information as a zip file in a reply to the support ticket you have filed.

 

Information on the iOS Mobile Agent App is found here:

http://bit.ly/kaseya-agent-ios 

 

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Note - Though more tedious, you can also use the iPhone Configuration Utility as well to gather log information. These steps explain how to use it:

 

1. Log gathering via iPhone Configuration Utility  - This can also be done via the iPhone System Configuration Utility, but requires the app to be installed, the device to then be connected to the computer w/ this program installed, etc... If that is desired, this method of log retrieval can be done as well. Download & install the IPCU (iPhone Configuration Utility) here:

 

Mac OS X - http://support.apple.com/kb/DL1465 

Windows - http://support.apple.com/kb/DL1466 

 

2. Launch this program once installed w/ your iOS device connected. Take a look at the logs section of the IPCU. Clear them from here.

 

3. Immediately (and this *must* be immediate, otherwise critical log information will be lost) please repeat the exact steps required to reproduce the error. This may mean the command on the VSA is re-queued or the install of the application is re attempted, etc...

 

4. If possible, and if the issue is not Agent install related, please run the Kaseya Agent application and choose the “Check-in” option.

 

5. Once this section of activity is logged, choose to Select All and Copy all this text.

 

6. Attach this log text information as a text file zipped in file in a reply to the support ticket you have filed.

 

Information on the iOS Mobile Agent App is found here:

http://bit.ly/kaseya-agent-ios 

 

 

Device Log Gathering - RIM Specific

 

Dealing with RIM Agent Installation

Dealing with RIM Agent Registration

GPS/tracking log information

Further RIM-based logs

 

When dealing with RIM Agent Installation

 

The only RIM-specific log to gather would be in the scenario in which the Kaseya MDM RIM Agent is unable to install. If this is the case, As such, the Event Log on the Blackberry device can be sent into Kaseya Support in these cases.

 

On the device, the Event Log can be accessed by holding down the ALT key and then typing “LGLG.” The Event Log will then appear, and you can click a specific event for more information or hit your BlackBerry MENU key more options.  Additionally you can copy event information using the MENU key and define specific logging settings. This looks like the following:

 

 

Once you have copied the information, attach this log text information as a text file zipped in file in a reply to the support ticket you have filed.

 

Note - Reminder: If you are encountering RIM v5.x Agent installation, manual deployment must be done for this to successfully work. This is noted further here: http://bit.ly/kmdm-rim-agent-v5x-deployment 

 

 

When dealing with RIM Agent Registration

 

Once the RIM agent installs, the agent then attempts to register/check into the VSA. These logs dealing with these registration attempts are found via the File Manager > kaseyaAgent folder of the RIM installed device:

 

logCurr.txt

logPrev.txt (if any)

 

From here, gather the logCurr.txt and logPrev.txt (if any) files and attach these log files zipped in file in a reply to the support ticket you have filed.

 

 

GPS/tracking log information

 

When using tracking for a RIM-installed device, the gps.log file is written within the kaseyaAgent folder.

 

From here, gather the gps.log file and attach this log file zipped in file in a reply to the support ticket you have filed.

 

 

Further RIM-based logs

 

If the RIM agent has installed, registered, and log data for something other than tracking is needed, gather mobile app-specific logs using the Application Specific Logs section above.

 

From there, gather those specific files and attach them in a zip file in a reply to the support ticket you have filed.

 

Information about the RIM Mobile Agent App is located here:

http://bit.ly/kaseya-agent-rim 

 

 

Rolling Communication Log

 

This is located in the following:

 

[KaseyaServerInstallDir]\Kaseya\Webpages\ManagedFiles\Mobile\Logs\ServerLog.log

 

This log is the communication log between the mobile agents and KServer. This will log every request from the web service and every response, plus any exceptions that occur.

 

There are 5 qty. file archives of these logs kept, each capping at a size of roughly ~20MB.

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