How to capture logs for network connectivity issues on Samsung devices

Environment

• Samsung devices

Overview

If you’re encountering network connectivity issues on your Samsung device, dumpstate logs may not be sufficient to diagnose the following:

• Signal issues related to Radio Interface Layer (RIL) bandwidth
• SIM card recognition issues

To help the Samsung Knox team resolve these issues, you may need to capture silent logs to privde detailed information about the device’s network communication.

Capturing silent logs on your Samsung device

For the Samsung Knox team to diagnose the mentioned network connectivity issues, you can capture silent logs on your device by carefully following these steps.

1. In the Phone app, enter *#9900# to open the SysDump menu.
2. Tap Delete dumpstate/logcat > OK to delete all previous logs from your device before starting the silent log.
3. Enter *#9900# to open SysDump.
4. Tap Debug Level Enabled/Disabled and set the Debug Level to HIGH. The device will restart.
5. Remove the SIM card from your device.
6. In the Phone app, enter *#9900# to open SysDump.
7. Tap Silent Log On.
   • Using the key provided in the OTP Authentication dialogue, contact your local Samsung Support team to obtain the OTP value.
   • Enter the OTP value and click OK to start the log.
   • Select Default.
8. Insert the SIM card back into your device and wait until it finishes registering with the network.
9. Enter *#9900# to open SysDump.
10. Tap Silent Log Off to stop the Silent Log.
11. To collect additional information, you can collect a dumpstate log. In the Phone app, enter *#9900# to open SysDump.
12. Tap Run dumpstate/logcat/modem log > Ok.
13. Tap Copy to sdcard(include CP Ramdump) > Ok to save the silent log and dumpstate log to your device.
14. In the device’s internal storage, zip the log directory, and share this with the Samsung Knox team.