Collect bug reports

Bug reports, or dumpstate logs, provide additional details about device issues to help with troubleshooting.

As an IT admin, you can use device commands to collect bug reports from Android and Wear OS devices. For devices that can’t receive device commands, such as for network issues, users can also collect bug reports from devices directly and send them to you.

Collect bug reports as an IT admin

Android devices

To collect a bug report from an Android device:

1. Go to the Device page.
2. Select a device and then click Device command > Knox Manage > Collect Bug Report.
3. In the dialog that opens, click OK.

A notification is sent to the device user. Instruct them to tap it and then tap Share to share the device’s bug report. Once the device user shares the report, you can download it from the Device Diagnostics page.

Wear OS devices

To collect a bug report from a Wear OS device:

1. Go to the Device page.
2. Select a device and then click Device command > Knox Manage > Collect Bug Report.
3. In the dialog that opens, click OK.

A notification is sent to the device user. Instruct them to tap it and then tap Share to share the device’s bug report. Once the device user shares the report, you can download it from the Device Diagnostics page.

Collect logs with the Knox Manage agent

Device users can also collect bug reports with the Knox Manage agent. To collect bug reports with the Knox Manage agent as a device user:

1. Open the Knox Manage agent on your device.
2. Under Support, tap Self-serve actions and enable Debug mode.
3. Once you’ve replicated the issue, return to the Support section in the agent and tap Send diagnostics log to send the bug report to your IT admin.

Collect bug reports as an Android device user

For Android devices, users have additional options for collecting bug reports from their devices.

Phone

Before collecting logs, you may need to adjust the debug level of your device.

To collect dumpstate logs on a phone:

1. Try to reproduce the issue you’re experiencing.
2. Once you’ve reproduced the issue, open the Phone app and enter *#9900# to open SysDump.
3. Tap Run dumpstate/logcat.
4. Tap Copy to sdcard.
5. In the device’s internal storage, navigate to the /log directory, and retrieve the dumpState ZIP file to send to your IT admin.
6. Once you’ve successfully retrieved the device logs, you can re-open SysDump and tap Delete dumpstate/logcat to free up space on your device. Additionally, if you previously adjusted the debug level, set the Debug Level back to Low.

Tablets

For Wi-Fi only devices that don’t have the Phone app, you can get bug reports as follows.

1. Try to reproduce the issue you’re experiencing.
2. Once you’ve reproduced the issue, open the Calculator app and enter (+30012012732+ to switch to factory mode.
3. Enter *#9900# to open SysDump.
4. Tap Run dumpstate/logcat.
5. Tap Copy to sdcard.
6. In the device’s internal storage, navigate to the /log directory, and retrieve the dumpState ZIP file to send to your IT admin.
7. Once you’ve successfully retrieved the device logs, you can re-open SysDump and tap Delete dumpstate/logcat to free up space on your device. Additionally, if you previously adjusted the debug level, set the Debug Level back to Low.

Email logs

If you’re collecting email logs and dumpstate logs to troubleshoot an issue, make sure that they both capture the timeframe when you reproduced your issue.

To collect bug reports about email issues:

1. Open the Email app.
2. On the top left, open Settings, and tap Add account.
3. Under Set up Email, tap Other.
4. Enter d@d.d as the email address, and enter password debug.
5. Tap Manual setup (if there’s no Manual setup button, just tap the left button at the bottom of the screen).
6. Tap Enable Parser logging (extremely verbose).
7. Reproduce the issue.
8. Tap Dump emaillog, and Dump of EmailService.
9. In the device’s internal storage, navigate to the /Download directory, and retrieve the emailServiceLog.txt file. Depending on the device’s management type, you may also collect:
   • emaillog_0.txt if the device is fully managed
   • emaillog_10.txt if the Email app is in a work profile

Adjust the debug level of your device

By default, the debug level for phones and tablets is set to Low. You may need to adjust the debug level of your device if either:

• The issue persists and is consistently reproduced under the same conditions, even after rebooting the device.
• The Samsung Knox support team has requested that you adjust the debug level to obtain more detailed information from the device.

If either of the above conditions apply, complete the appropriate steps to open SysDump:

• Phones: Open the Phone app and enter *#9900#.
• Tablets: Open the Calculator app and enter (+30012012732+ to switch to factory mode, then enter *#9900#.

In SysDump, set the Debug Level to Mid and wait for the device to restart. You can then proceed to reproduce the issue and collect dumpstate logs as required.