How to fetch Hexnode UEM app logs from Macs?

App logs are records of events and actions that track errors, warnings, and system interactions, and are essential for debugging, monitoring performance, and maintaining security.

When IT admins need Hexnode UEM app logs for troubleshooting, analyzing app behavior, or diagnosing issues, they don’t need physical access to the devices. Instead, logs can be retrieved remotely using the Hexnode App Logs action from the console. Alternatively, users can submit logs directly from the Hexnode UEM app from Macs. Once uploaded, admins can download them from the Hexnode console.

Configuring Hexnode UEM app log settings for Macs

To collect Hexnode app logs from Macs, IT admins can configure the app’s logging settings remotely via the Hexnode console. These settings determine how log data is recorded and what level of detail is captured for troubleshooting and diagnostics.

• Logging Level: Logging levels determine the type and severity of log messages generated by the Hexnode UEM app. Admins can choose from the following levels:
  • VERBOSE: Captures all log messages, including system events, debug messages, and low-level details. This level is useful for in-depth debugging and troubleshooting but may generate a large volume of logs. This is the default setting in Hexnode UEM.
  • INFO: Logs general operational events that indicate the normal functioning of the app. It provides an overview of actions performed without overwhelming details, making it suitable for routine monitoring.
  • WARNING: Highlights potential issues or unexpected behaviours that do not immediately impact functionality but may require attention.
  • ERROR: Records critical issues that affect the app’s performance or stability, such as failed operations, crashes, or connectivity failures. This level is essential for identifying and resolving serious problems quickly.
• Log Retention Period: Set the duration for retaining app logs on macOS devices. Available options include:
  • 1 day
  • 2 days
  • 4 days
  • 1 week (default)
  • 2 weeks

Set up app log settings for Macs

From the Policies tab:

1. Log in to the Hexnode UEM portal.
2. Navigate to Policies > New Policy (or edit an existing one).
3. Enter a name and optional description.
4. Go to macOS > Troubleshooting and select Hexnode App Logs.
5. Click Configure and set the logging level and retention period.
6. Proceed to Policy Targets and select Devices, Device Groups, Users, User Groups, or Domains.
7. Click Save.

From the Admin tab:

To apply log settings globally,

1. Log in to the Hexnode UEM portal.
2. Navigate to the Admin tab.
3. Under General Settings, select Hexnode App Logs > Logging Level for macOS devices.
4. Set the logging level and log retention period.
5. Click Save.

Requesting Hexnode UEM App Logs via remote action

Administrators can retrieve app logs from Macs using the Hexnode UEM console.

1. Log in to the Hexnode UEM console.
2. Navigate to the Manage tab.
3. Select the target device.
4. Click Actions > Others > Hexnode App Logs.
5. Click Request.

Sending app logs from the device

Users can manually send app logs from their Macs to the Hexnode console via the Hexnode UEM app.

1. Open the Hexnode UEM app.
2. Tap Send Logs in the bottom-left corner.
3. Optionally, add comments in the Send Logs dialog box.
4. Click Send to upload logs to the Hexnode UEM console.

Viewing and Downloading logs

1. Log in to the Hexnode UEM console.
2. Navigate to the Manage tab.
3. Select the target device.
4. In the Device Summary page of the device, go to the Applications sub-tab.
5. Search for the Hexnode MDM app.
6. Click the gear icon under the Actions column corresponding to the Hexnode MDM app, then select App Logs.
7. The App Logs dialog box will open, displaying logs shared by the device, including those requested by the administrator and any manually sent by the user.
8. Click the Download button next to a log entry to save it as a ZIP file.