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How to acquire Hexnode App Logs for Android devices?
Hexnode App Logs are diagnostic files used to troubleshoot the Hexnode UEM or Hexnode for Work apps on Android, allowing administrators to identify root causes of device failure or abnormal behavior.
Why Use Hexnode App Logs?
Retrieving application logs remotely eliminates the need for physical device access. These logs provide a detailed history of app activity, system events, and errors, which are essential for technical support and diagnostic analysis.
- Remote Diagnostics: Fetch logs instantly from the MDM console.
- Performance Monitoring: Identify issues affecting background processes or sync cycles.
- Flexible Delivery: Admins can request logs, or users can manually upload them from the device.
Prerequisites and Support
To ensure successful log retrieval, the following conditions must be met:
| Requirement | Detail |
|---|---|
| Permissions | The user must grant App Logs permission during device enrollment. |
| App Version | Supported on the latest versions of Hexnode UEM and Hexnode for Work apps. |
| Device Setting | The Send app logs periodically option must be active for automated background requests. |
Configuring Logging Levels and Retention
Administrators can control the verbosity and storage duration of logs to balance troubleshooting depth with device storage usage.
1. Understanding Logging Levels
The verbosity decreases in the following order:
- VERBOSE (Default): The highest detail level; captures all diagnostic information. Best for deep troubleshooting.
- INFO: Standard informational messages that describe significant events.
- WARNING: Indicates potential problems or unexpected events that require examination.
- ERROR: Records critical issues affecting app functionality. Must be investigated immediately.
2. Log Retention Period
Defines how long logs are preserved on the device. Options include 1 day, 2 days, 4 days, 1 week (default), or 2 weeks.
Setting Up App Logging Settings
Policy-based configurations take precedence over global admin settings.
Method A: Using Policies (Recommended)
- Log in to the Hexnode console.
- Navigate to Policies > New Policy > Android > Troubleshooting > Hexnode App Logs.
- Click Configure.
- Select the logging level and log retention period.
- Go to Policy Targets and associate the policy with the required Devices/Groups.
- Click Save.
Method B: Using the Admin Tab (Global)
- Navigate to the Admin tab in the Hexnode portal.
- Under General Settings, select Hexnode App Logs (Android).
- Choose the logging level and log retention period.
- Click Save.
Retrieving and Downloading Logs
Logs can be initiated by the administrator or pushed manually by the end-user.
Requesting Logs from the Portal
- Navigate to the Manage tab and select the target device.
- Select Actions > Others > Hexnode App Logs.
- Click Request.
Device End: If permissions weren’t granted earlier, the user must click SHARE LOGS on the device prompt.
Downloading Logs
- Go to the Device Summary page.
- Navigate to the Logs tab.
- Click the Download button next to the log entry to save it as a ZIP file.
Manual User Actions (On Device)
- To Send Logs: Open the Hexnode UEM app > Triple-bar menu > App Logs > SEND APP LOGS. Note: Max 6 times/hour; 30-second delay between requests.
- To Download Locally: Open the app > Triple-bar menu > App Logs > DOWNLOAD APP LOGS.
Troubleshooting Guides
| Problem | Resolution |
|---|---|
| Log request fails / Appears as “Failed” | Verify the Send app logs periodically button is enabled in the Hexnode UEM app settings. If disabled, the portal cannot pull logs. |
| User sees no prompt for logs | Ensure the user didn’t check “Don’t ask again” during a previous request. If they did, the user must manually re-enable log sharing in the app. |
| Missing recent log data | Check the log retention period. If it is set too low (e.g., 1 day), older diagnostic data may have been purged. |
| Policy settings not applying | Confirm if a conflicting policy is associated. Policies targeting the device directly supersede global Admin settings. |
Frequently Asked Questions (FAQs)
Can the logging level be changed for a specific device group?
Yes. By creating a New Policy and targeting specific Device Groups, a higher logging level (like VERBOSE) can be set for troubleshooting targets without affecting the rest of the fleet.
What is the maximum number of logs a user can send manually?
Users are limited to 6 manual “SEND APP LOGS” actions per hour to prevent excessive data usage and server load.
Are Hexnode App Logs the same as Android System Logs?
No. Hexnode App Logs specifically capture events related to the Hexnode UEM and Hexnode for Work applications. They are distinct from the full device bug reports or kernel logs.
Where are the downloaded logs stored on the device?
When a user clicks DOWNLOAD APP LOGS in the app, a toast notification or on-screen message will display the specific local directory where the ZIP file is saved.
