View diagnostics

The Diagnostics page contains a history of all Diagnostic logs and Snapshots received from your devices. You can use the information on this page to help identify and troubleshoot issues related to your device’s app, battery, or network performance. This page contains two tabs:

Request Diagnostic logs

Diagnostic logs provide detailed information related to a device activity and overall operation, at the time of request. To request Diagnostic logs:

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

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

   Log	Description
   Device debug log	Helps you identify issues related to device apps, battery, network connectivity, or overall operation.
   TCPdump log	Helps you identify network traffic issues between the device and servers.

   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 dedicated devices (such as kiosks). Devices that aren’t fully managed (such as company-owned devices with a work profile) will always prompt the user for consent before collecting log data.

   This option only works for Device debug logs. You can’t silently request TCPdump logs on the console.

4. Click CONFIRM to make your device log request.

Optionally, device users can send a Diagnostic log file by using the Knox Asset Intelligence agent app. To learn more about sending a device log from the Knox Asset Intelligence agent app, see Use the agent app.

View Diagnostic logs

When you visit the Diagnostics page, you’ll land on the default DIAGNOSTIC LOGS tab. Similar to the Devices page, a list displays all of your Diagnostic logs and data about them. You can customize its fields by clicking the options button (…) and selecting up to six additional columns to display, and if you click a DEVICE ID in the table, you’ll open the same Expanded device details panel, allowing you to quickly view a detailed device summary and other important data.

In the table, you’ll find information related to each Diagnostic log sent to the server. Once log files are delivered to the server, they are available for viewing and downloading up to 30 days (by default) from the time of creation, after which the download and view links expire. To change the retention period, visit Samsung Knox Support.

The following information is available in the table:

Back in the expanded device details panel, if you click VIEW DEVICE LOG, you can open the complete 6-month history for that device on a new page. If new log data becomes available on the server, you don’t need to exit out of this page. Simply click REFRESH to get the latest data, or click VIEW HISTORY to view all available logs for that device.

Request a Snapshot

Similar to a Diagnostic log, a Snapshot provide detailed information related to a device’s overall operation, however, it can’t be downloaded for offline viewing or analysis. To request a Snapshot, go to Devices, then select one or more devices and click ACTIONS > Request device snapshot or Schedule device snapshot.

View Snapshots

Snapshots are available on the SNAPSHOTS tab of the Diagnostics page.

In the table, you’ll find information related to each Snapshot log sent to the server. You can customize its fields by clicking the options button (…) and selecting up to six additional columns to display, and if you click a DEVICE ID in the table, you’ll open the same Expanded device details panel, allowing you to quickly view a detailed device summary and other important data.

Once snapshots are delivered to the server, they are available for viewing, and any accompanying device debug logs are available for downloading up to 30 days (by default) from the time of creation, after which the download and view links expire. To change the retention period, visit Samsung Knox Support.

The following information is available in the table:

If you’ve scheduled one or more Snapshots, you can click MANAGE SCHEDULED SNAPSHOTS to view a list of all scheduled snapshots for your fleet. In the list, you’ll see the device ID, the type of request (Snapshot or Snapshot with Device debug log), and the criteria to trigger the snapshot.

Select a device from the list and click ACTIONS to either Modify the schedule details or Remove the device from the schedule, thus cancelling the request.

Once the scheduled Snapshot (and its accompanying Device debug log) delivery process completes — whether the snapshot succeeded or failed — the device disappears from the Managed scheduled snapshots list. 

If an on-demand or scheduled snapshot is successful, it appears on the SNAPSHOTS tab of the Diagnostics page. Click View in the table’s SNAPSHOT column to view the snapshot details.

On the Device snapshot page, you’ll see detailed information about your device’s status and performance. Use the tabs to navigate between the different types of device information.