View diagnostics

About diagnostic logs

Diagnostic logs provide detailed information related to a device’s activities and overall operation, at the time of request. You can use the information on this page to help identify and troubleshoot issues related to your device fleet’s app, battery, or network performance.

Request diagnostic logs

To request a Diagnostic log:

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.

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 when selecting Device debug logs. You can’t silently request TCPdump logs from the device.

4. Click CONFIRM to make your device log request.

View diagnostic logs

When you view the Diagnostics page, you’ll land on the default DIAGNOSTIC LOGS tab. Similar to the Devices page, the diagnostic logs table displays a list of device IDs, along with diagnostics-related data. If you click a DEVICE ID, the Expanded device details panel appears, providing additional information about your device.

You can customize the table by clicking the button and selecting up to six additional columns to display. Once diagnostic log files are delivered to the server, they are available for viewing and downloading for up to 30 days (by default) from the time of creation. To change the retention period beyond 30 days, you can make a request to Samsung Knox Support.

The following information is available in the table:

About snapshots

Similar to a diagnostic log, a Device snapshot provides detailed information related to a device’s overall operation, at the moment of capture. However, unlike with diagnostic logs, snapshots can’t be downloaded for offline viewing or further analysis.

Request a Snapshot

To request a Snapshot:

1. Go to the Devices page, then select one or more devices.
2. Click ACTIONS, then select one of the following snapshot request options:
   • Request device snapshot: This requests a snapshot immediately, without any follow-up action.
   • Schedule device snapshot: This requests a snapshot as soon as a specific event is triggered. See Schedule snapshot below for additional details.

Schedule a snapshot

When requesting a device snapshot, you can choose to get a snapshot as soon as a device triggers a specific event. This is known as “scheduling” the snapshot. You can schedule multiple snapshots for different devices, and each schedule can have more than one event trigger.

To schedule a snapshot:

1. After selecting Schedule device snapshot from the device Actions menu, select your event triggers. The following options are available:

   Trigger	Description
   When any app event occurs	Triggers a snapshot when any app on the device experiences an ANR (App Not Responding), FC (Forced Close), or Abnormal event.
   When any battery drain event occurs	Triggers a snapshot when the device’s battery experiences a battery drain beyond the acceptable threshold set in your Dashboard Settings.
   When the mobile network signal strength is Not good or Unusable	Triggers a snapshot the device’s mobile network signal strength drops between -81 dBm and -90 dBm (Not good), or -91 dBm and lower (Unusable).

   

   If a scheduled snapshot has more than one event trigger, the snapshot will be generated after the first event occurs, and the snapshot will be marked as complete.

2. Select whether you want to request an optional Device debug log along with the snapshot, and whether you want to request it silently. If selected, the Device debug log will only be captured if the device meets one of the snapshot event trigger conditions.

3. Click CONFIRM to schedule your snapshot.

View Snapshots

Once a snapshot request is made, you can view the information on the SNAPSHOTS tab of the Diagnostics page. Similar to the Devices page, a table of device IDs, along with their snapshots-related data is shown. If you click a DEVICE ID, the Expanded device details panel appears, providing additional information about your device.

You can customize the table by clicking the button and selecting up to six additional columns to display. Once snapshots are delivered to the server, they are available for viewing, and any accompanying device debug logs are available for downloading for up to 30 days (by default) from the time of creation, after which the download and view links expire. To change the retention period beyond 30 days, you can make a request to Samsung Knox Support.

The following information is available in the snapshots table:

If you’ve scheduled one or more Snapshots, you can click MANAGE SCHEDULED SNAPSHOTS near the top-right corner of the page 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 trigger criteria. Select a device from the list and click ACTIONS to either Modify the schedule details (which lets you change your trigger criteria), or Remove the device from the schedule, thus cancelling the request.

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

If the snapshot request 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 a new page, then use the tabs to navigate between the different types of information available.

The following tabs available: