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How to acquire Hexnode App Logs for Android devices?

App logs assist in device troubleshooting. Retrieving the application logs from the endpoints helps determine the root cause of device failure and identify an abnormal device behavior, if any. In most cases, viewing/retrieving the app logs demands various system permissions and requires the device to be physically present with the admin. Hexnode App Logs action for Android devices is a convenient method to obtain app logs for the Hexnode UEM/Hexnode for Work apps. The administrator may request the app logs from the portal, or the users can send them manually from their device, after which the admins can download them directly from the Hexnode console.

Pre-requisites:

    • While enrolling the device, the user is supposed to grant permission for App logs. Therefore, enrolling a device without turning on the App Logs permission prevents the device from sending Hexnode app logs.

grant permission for app logs during device enrollment

  • This feature is supported on the latest versions of Hexnode UEM and Hexnode for Work apps.

Configure logging level and log retention period

There are specific logging settings that define how app logging should be performed on Android devices. These settings can be configured from the Hexnode portal via the Admin tab or using Policies.

  1. Logging level: The log level specifies the importance of a given log message. It controls the logging output on the device and helps distinguish between various log events. In other words, the typical logging output generated on the device varies with each logging level. The various logging levels supported by Hexnode are:
    • VERBOSE: Verbose logging stores more information than any other logging mode. It is the highest level at which detailed log information is generated on the device. This level is preferable to obtain the information necessary for deeper troubleshooting and diagnosis.
    • INFO: This is the standard logging level that uses informational messages. At this level, the log contains reasonably significant messages that can be easily comprehended by users/administrators.
    • WARNING: This is the default logging level used by Hexnode. It describes events that indicate potential problems and specifies if something unexpected has occurred. As a result, users or administrators can examine them thoroughly to avoid harmful situations.
    • ERROR: This logging level records the error events. For instance, the app hits with an issue affecting one or more processes from functioning. The items logged at this level must be investigated immediately.

    The verbosity/severity of logs decrease in the following order — VERBOSE, INFO, WARNING and ERROR. The storage space required for logs depends on the logging level. Higher the log level, higher is the storage requirement.

  2. Retain logs for: Application logs provide insightful information regarding the app activity. Detailed logging of events enables administrators to take timely actions against device-specific issues. But how long should app logs be retained on devices? Depending on your business requirement, you can set the duration for preserving logs on devices. While the default log retention period is 1 week, you may choose from a number of values such as 1 day, 2 days, 4 days, or 2 weeks.

Set up app logging settings

The logging settings configured via Policies supersedes and overwrites the Hexnode App Logs (Android) settings under Admin > General Settings.

Using policies

  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.
  6. Associate the policy with relevant Devices/Device Groups/Users/User Groups/Domains.
  7. Click Save.

Using Admin tab

Setting up the logging level and log retention period from the Admin tab configures the Hexnode app log settings for Android devices globally.

  1. On the Hexnode portal, navigate to the Admin tab.
  2. Go to Hexnode App Logs (Android) under General Settings.
  3. Choose the logging level and the log retention period.
  4. Click Save.

Request Hexnode App Logs from the portal

Administrators can place a request to obtain Hexnode App Logs directly from the Hexnode console.

  1. Log in to the Hexnode console.
  2. Navigate to the Manage tab.
  3. Choose the device.
  4. Go to Actions > Hexnode App Logs.
  5. Click on the Request button.

The admin can access the Hexnode app logs for a device from the Logs tab of the Device Summary page. It lists the logs shared by the device as requested by the admin, and the logs manually sent by the user. Clicking on the Download button against the corresponding action downloads the log to the admin’s device as a ZIP file.

Download the app logs from the logs tab

Exceptions:


Log requests sent by the administrator from the portal fails in the following instances:

  • The Send app logs periodically button is disabled.
  • The user denies sending the log by checking the Don’t ask again button as the admin requests a log.

The above scenarios deny the sharing of app logs permanently. The administrator can retry sending log requests only after the user re-enables the Send app logs periodically option from the Hexnode UEM app.

Sending logs from the device

Besides requesting app logs from the portal, users can also send them directly using the Hexnode UEM app.

  1. Open the Hexnode UEM app.
  2. Click on the triple bar symbol displayed on the top-left.
  3. Select App Logs.
  4. Click on the SEND APP LOGS button.

Download app logs to the device

Users can also access the Hexnode app logs by downloading them from the Hexnode UEM app.

  1. Open the Hexnode UEM app.
  2. Click on the triple bar symbol displayed on the top-left.
  3. Select App Logs.
  4. Click on DOWNLOAD APP LOGS. The logs will be downloaded as ZIP files.
  5. The device location where the app log gets downloaded will be displayed on the device.