# 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?**
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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**
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To ensure successful log retrieval, the following conditions must be met:

RequirementDetail**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**
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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**
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Policy-based configurations take precedence over global admin settings.

### **Method A: Using Policies (Recommended)**

1. Log in to the **Hexnode console**.
2. Navigate to **Policies > New Policy > Android > Troubleshooting > Hexnode App Logs**.
3. Click **Configure**.
4. Select the **logging level** and **log retention period**.
5. Go to **Policy Targets** and associate the policy with the required **Devices/Groups**.
6. Click **Save**.

### **Method B: Using the Admin Tab (Global)**

1. Navigate to the **Admin** tab in the Hexnode portal.
2. Under **General Settings**, select **Hexnode App Logs (Android)**.
3. Choose the **logging level** and **log retention period**.
4. Click **Save**.

**Retrieving and Downloading Logs**
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Logs can be initiated by the administrator or pushed manually by the end-user.

#### **Requesting Logs from the Portal**

1. Navigate to the **Manage** tab and select the target device.
2. Select **Actions > Others > Hexnode App Logs**.
3. Click **Request**.

**Device End:** If permissions weren’t granted earlier, the user must click **SHARE LOGS** on the device prompt.

![share logs from the devices](https:2021/10/prompt-to-share-logs-on-the-device.png "prompt to share logs on the device")

#### **Downloading Logs**

1. Go to the **Device Summary** page.
2. Navigate to the **Logs** tab.
3. Click the **Download** button next to the log entry to save it as a **ZIP file**.

![Download the app logs from the logs tab](https:2021/10/retrieve-logs-from-logs-tab.png "retrieve logs from logs tab")

#### **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**
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ProblemResolution**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)**
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#### **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.