How to fetch Hexnode UEM app logs from Macs?

Hexnode UEM app logs are essential records of system events and actions that are crucial for troubleshooting, performance monitoring, and security analysis, and they can be retrieved remotely from Macs using the Hexnode App Logs action.

What are Hexnode UEM app logs and why are they important?

App logs are detailed records generated by the Hexnode UEM application on macOS devices, tracking errors, warnings, system interactions, and operational events to provide IT administrators with diagnostic data.

• Purpose: Logs enable IT administrators to remotely perform:
  • Troubleshooting: Analyzing app behavior and diagnosing issues (e.g., connectivity failures, crashes).
  • Monitoring: Tracking application performance and operational integrity.
  • Security: Reviewing system interactions and security-related events.
• Retrieval Methods:
  • Remote Action (Admin): Logs are retrieved using the Hexnode App Logs remote action from the Hexnode console.
  • Manual Submission (User): Users can send logs directly from the Hexnode UEM app on the Mac.
• Availability: Logs, once uploaded, are made available for download from the Hexnode console.

Prerequisites

The feature is only available in the latest version of the Hexnode UEM app on macOS devices.

Configuring Hexnode UEM App Log Settings for Macs

IT administrators must configure logging settings to determine the level of detail and duration logs are retained on the device. Policy settings take precedence over the Admin tab settings.

1. Logging Levels

   The Logging Level determines the severity and type of messages recorded by the Hexnode UEM app:

   Logging Level	Detail Captured	Primary Use Case
   VERBOSE	All messages, including system events, debug details, and low-level data.	In-depth debugging and detailed troubleshooting.
   INFO	General operational events indicating normal app functioning.	Routine monitoring and overview of actions performed.
   WARNING	Potential issues or unexpected behaviors that do not immediately cause failures.	Alerts for issues that may require attention before they become critical.
   ERROR	Critical issues impacting app performance, stability, crashes, or failed operations.	Identifying and resolving serious problems quickly.

2. Log Retention Period

   The Log Retention Period defines the maximum duration logs are stored on the macOS device:

   • 1 day
   • 2 days
   • 4 days
   • 1 week (Default Setting)
   • 2 weeks

   Setting up App Log Settings for Macs

   1. Configuring settings via Policy (Takes Precedence)

      

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

   2. Configuring settings via Admin tab (Global Settings)

      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 desired logging level and log retention period.
      5. Click Save.

   Retrieving and Viewing Logs

   1. Requesting Hexnode UEM App Logs via Remote Action (Administrator)

      

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

   2. Sending App Logs Manually from the Device (User)

      

      1. Open the Hexnode UEM app on the Mac.
      2. Tap Send Logs in the bottom-left corner of the app interface.
      3. Optional: Add comments in the Send Logs dialog box.
      4. Click Send to upload the logs to the Hexnode UEM console.

   3. Viewing and Downloading Uploaded Logs (Administrator)

      

      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, go to the Applications sub-tab.
      5. Search for the Hexnode UEM app.
      6. Click the gear icon under the Actions column corresponding to the Hexnode UEM app, then select App Logs.
      7. The App Logs dialog box will display all shared logs (admin-requested and user-sent).
      8. Click the Download button next to a log entry to save the log file as a ZIP file.

   

   Frequently Asked Questions (FAQ)

   What is the default Logging Level for Hexnode UEM App Logs on macOS?

   The default Logging Level is VERBOSE, which captures all log messages, including low-level details, debug messages, and system events, making it suitable for in-depth troubleshooting.

   Do admins need physical access to the Mac to get the Hexnode UEM app logs?

   No, physical access is not required. Administrators can retrieve logs remotely using the Hexnode App Logs remote action from the Hexnode console. Users can also manually submit logs from the Hexnode UEM app.

   Which Hexnode App Logs setting takes precedence: Policy or Admin tab log configuration?

   The Hexnode App Logs settings configured through a device Policy will always take precedence over the global settings configured within the Admin tab.

   In what format are the downloaded Hexnode UEM app logs stored?

   The downloaded Hexnode UEM app log entries are saved to the administrator’s local machine as a ZIP file when downloaded from the Device Summary page.