View diagnostic device logs

The diagnostic device log contains a history of log files received from your devices, which you can request on the Devices page. Log files are available for download for 30 days, after which the download link expires.

The following information is included in the list:

• DATE REQUESTED — The time and date that the Request device debug log command was sent.
• DEVICE ID — The device’s unique identifier, either its serial number or IMEI.
• STATUS — The current status of the request.
• UPDATED — The time and date the device debug log status was last updated.
• DELIVERY — The download links for the device logs.
• REQUESTED BY — The administrator who requested the device logs.

To download a log file, in the DELIVERY or ERROR REPORT columns, click the link associated with the device. The file is downloaded to your computer, which can then be forwarded to Knox Support for troubleshooting.

To help simplify the troubleshooting process, Knox Asset Intelligence allows you to remotely request log files from your devices to view or download from the console.

Requesting device logs

To request device logs:

1. Go to the Devices page, then select one or more devices and click ACTIONS > Request diagnostic device log.

2. In the Request diagnostics device log popup, select the type of log file you want to request.

   • Device debug log — These can help you identify issues related to device apps, battery, network connectivity, or overall operation.
   • TCPdump log — These can help you identify issues network traffic between the device and a server.

     Note

     TCPdump logs can only be captured from devices running Android 12 or higher.

3. (Optional) If you want to request debug logs without user consent, enable the Request silently option. This option is only available on fully managed and single-purpose devices (for example Kiosk mode devices). Devices that are not fully managed (for example, company devices with a work profile) will always prompt the user to consent before collecting log data.

   Note

   This option only works for Device debug logs. You cannot silently request TCPdump logs from the console.

4. Click CONFIRM to make your device log request.

View device logs

After you request device logs from the console, or when users manually send logs from their device using the agent app, you can download the log file for up to 30 days (default), after which the download link expires.

To view your device logs, go to Diagnostic device logs from the navigation pane. Your device log history appears.

The following information is included in the list:

• DEVICE ID — The device’s unique identifier, either its serial number or IMEI.

• STATUS — The current status of the request.

  • Requested — The request command was sent to the device and the server is awaiting a response.

  • Uploading — The device is uploading the captured logs to the server.

  • Denied — The device user rejected the log generation request.

  • Completed — The device logs were successfully uploaded to the server, and can be accessed directly through the console.

  • Completed (Self-upload) — The device user uploaded an error report and logs, accessible through the console.

  • Failed — The device failed to generate the requested log file.

  • Failed (Self-upload) — The device user initiated a dump log but the device failed to generate the log file within the time limit.

  • Couldn’t reproduce — The device user didn’t or couldn’t reproduce the issue within 5 mins when trying to send the TCPdump log.

• DELIVERY — The download links for the device logs.

• CATEGORY — The type of log in the list, All log types or TCPdump log types.

• UPDATED — The time and date the device debug log status was last updated.

• REQUESTED BY — The administrator who requested the device logs.

• ERROR REPORT — The device users can manually type out an error report or description whenever they upload a device log. This report gets sent with the device log to the server. IT admins can then view the error report by clicking View in the ERROR REPORT column.

  To download a log file, in the DELIVERY columns, click the link associated with the device. The file is downloaded to your computer, and can be forwarded to Knox Support for troubleshooting.

If you select a DEVICE ID from the list, you’ll see that device’s details. Click VIEW DEVICE LOG in the device details to view a complete device log history for that device (up to 6 months). If a new log data is available, you don’t need to exit out of the page. Simply click the REFRESH button on the Device log page to get the latest data.