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Request feedback logs from Managed Google Apps
The Request Application Feedback remote action allows IT administrators to collect status reports and diagnostic logs from supported Android Enterprise apps via the Hexnode UEM console to troubleshoot faulty configurations or software bugs.
What is the Android Feedback Channel?
The Android feedback channel is a specialized diagnostic feature used by developers to communicate application states to a Unified Endpoint Management (UEM) system. It enables organizations to monitor app performance and identify errors without requiring physical access to the device.
- Diagnostic Access: Remotely fetch error logs and status information for installed apps.
- Troubleshooting: Identify if an application failure is due to a faulty configuration or an internal bug.
- Centralized Reporting: View feedback from specific tools like Knox Service Plugin (KSP) in a unified dashboard.
Prerequisites and Support Constraints
Before initiating a feedback request, ensure the device environment meets the following technical requirements:
| Requirement | Specification |
|---|---|
| Platform | Android devices enrolled via Android Enterprise. |
| Management Mode | Supported in both Profile Owner and Device Owner modes. |
| App Support | Only functions for specific apps custom-designed to support the Android feedback channel (e.g., OEMConfig apps). |
| Daily Limit | Requests are restricted to three times per day per device. |
Step-by-Step Guide: Requesting Application Feedback
Follow these steps to trigger a global feedback sync for all supported applications on a managed device.
- Log in to the Hexnode UEM portal.
- Navigate to Manage > Devices.
- Select the target device and navigate to Actions > Applications.
- Click on Request Application Feedback.
You may experience a delay of 30 minutes or more before logs appear. Interestingly, retrieving feedback for apps without errors may take longer than those reporting active failures.
How to View and Sync Feedback Logs
Once the request is processed, administrators can view detailed logs or perform a targeted sync for specific applications.
Viewing Logs for a Specific App
- Navigate to Manage > Devices and select the device name.
- Go to the Applications sub-tab.
- Locate the desired app and click the Gear Icon on the right side of the entry.
- Select View Feedback.
Log Data Components
The feedback table typically includes:
- Sync Timestamp: Date and time of the last successful data retrieval.
- Configuration Key: The specific setting being reported.
- Message: Detailed text regarding the app status or error.
- Severity Status: Indicators of the action’s urgency (e.g., Info, Warning, Error).
Monitoring Knox Service Plugin (KSP) Reports
For KSP OEMConfig, Hexnode provides a specialized reporting view:
- Navigate to Reports > Application Reports > KSP Feedback Messages for a summary of logs across all Samsung Knox devices.
Syncing Data for a Single App
Use the Sync feedback option to fetch the latest data for one specific app without consuming your three-request daily limit.
- Navigate to the Applications sub-tab of the target device.
- Search and select the desired app.
- Click the Gear Icon > View Feedback.
- Click the Sync Icon located at the top of the pop-up window.
Troubleshooting Guides
| Problem | Resolution |
|---|---|
| “Request Application Feedback” is missing | Ensure the device is enrolled via Android Enterprise. Standard Legacy Android enrollments do not support the feedback channel. |
| Logs are not appearing after 30 minutes | Verify that the app in question actually supports the feedback channel. Most consumer apps do not; this feature is primarily for OEMConfig or enterprise-grade apps. |
| Action failed due to daily limit | Requests are capped at 3 per day. Use the Sync feedback option within the application’s specific view to bypass this limit for individual apps. |
| KSP logs are missing specific details | Ensure the Knox Service Plugin is correctly configured via policy. Check the KSP-specific report under the Reports tab for a broader view. |
Frequently Asked Questions (FAQs)
Which apps support the feedback channel?
Not all apps support this feature. It is primarily used by OEMConfig apps (like Knox Service Plugin or Lenovo/Zebra OEMConfig) and custom-built enterprise applications designed to report their status back to the UEM.
Does “Request Application Feedback” wipe existing data?
No. Requesting new feedback simply updates the Hexnode console with the latest generated data from the device.
Why is there a 30-minute delay?
The delay is due to the communication cycle between the Google Play Services on the device and the Hexnode UEM server. The device must generate the log, pass it to the feedback channel, and wait for the next sync interval.
Can feedback logs be viewed in bulk?
Yes, for specific apps like the Knox Service Plugin, you can view a consolidated report for all devices under Reports > Application Reports > KSP Feedback Messages.
