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How to retrieve Hexnode App Logs from iOS devices?
Hexnode App Logs are diagnostic records that capture system events and performance data within the Hexnode UEM app on iOS, enabling administrators to remotely troubleshoot application behavior and resolve technical issues.
Why Retrieve Hexnode App Logs?
Retrieving logs is a critical step in diagnosing app-specific failures, synchronization issues, or abnormal behavior on managed iPhones and iPads. By accessing these logs, administrators can perform deep-dive analysis without needing the physical device in hand.
- Remote Diagnostics: Fetch logs directly from the portal for immediate analysis.
- Performance Insight: Monitor how the Hexnode UEM app interacts with the iOS system.
- Issue Resolution: Identify specific error codes or process interruptions that hinder device management.
Prerequisites and Setup
Before attempting to retrieve logs, ensure the device meets the following technical requirements:
| Requirement | Specification |
|---|---|
| App Version | Must have the latest version of the Hexnode UEM app installed. |
| Priority | Policy-based log settings take precedence over global Admin settings. |
| OS Support | Standard managed iOS devices (iPhones and iPads). |
Configuring App Log Settings
Administrators can define the verbosity and retention of logs to balance troubleshooting depth with device storage.
1. Logging Levels
The logging level determines the severity and detail of the captured data:
- VERBOSE (Default): Exhaustive diagnostic data for in-depth troubleshooting.
- INFO: Significant informational messages regarding standard operations.
- WARNING: Highlights unexpected events or potential system problems.
- ERROR: Records critical issues that prevent specific processes from running.
2. Log Retention
Set how long logs remain on the device before being purged. Options include 1 day, 2 days, 4 days, 1 week (Default), or 2 weeks.
Setting Log Settings
Method A: Using Policies (For Targeted Groups)
- Navigate to Policies > New Policy (or edit an existing one).
- Go to iOS > Others > Troubleshooting > Hexnode App Logs.
- Click Configure and set your Level and Retention.
- Associate the policy with Devices, Groups, or Users in Policy Targets and click Save.
Method B: Using the Admin Tab (For Global Configuration)
- Navigate to the Admin tab.
- Under General Settings, select Hexnode App Logs.
- Define the Level and Retention for iOS devices and click Save.
How to Request and Download Logs
Requesting Logs from the Portal
- Navigate to the Manage tab and select the target device.
- Go to Actions > Others > Hexnode App Logs.
- Click the Request button.
Downloading the Logs
- Open the specific Device Summary page.
- Navigate to the Logs tab.
- Identify the log entry (requested by admin or sent by user) and click the Download button.
- The file will be saved as a ZIP.
User-Initiated Actions (On Device)
- To Send Logs: Open the Hexnode UEM app > Triple-bar menu (top-right) > More > App Logs > SEND APP LOGS.
- To Download Locally: Open the app > More > App Logs > Download App Logs. Users can then choose a local save destination.
Troubleshooting Guides
| Problem | Potential Cause | Resolution |
|---|---|---|
| “Log request remains ‘Pending'” | Device is offline or app is closed. | Ensure the device has an active internet connection and the Hexnode UEM app has been opened recently to sync. |
| Logs contain insufficient data | Logging level set too low. | Change the Logging Level to VERBOSE in the policy and trigger a new request. |
| Older logs are missing | Retention period has expired. | Check the Retain Logs For setting. Increase it to 2 weeks if you need to capture historical data. |
| “Manual ‘Send’ fails on device” | Outdated app version. | Update the Hexnode UEM app to the latest version via the App Store or the Apps tab in the portal. |
Frequently Asked Questions (FAQs)
What is the default logging level for iOS?
The default level is VERBOSE, which provides the most comprehensive data for troubleshooting.
Can logs be viewed directly in the Hexnode browser window?
No. For security and readability, logs are downloaded as a ZIP file containing text records for offline analysis.
Does the user get a notification when logs are requested?
The log request is a background action; however, depending on the device’s state and sync interval, the app may briefly process the request in the background.
