Gather MDM logs for troubleshooting

Last Modified

Mon Mar 02 16:27 GMT 2020

Description

  • This article is for assisting in log gathering for MDM related issues.

Environment

  • N-able N-central versions

Solution

  • MDM - Android Errors
  1. Download and install the MDM agent from the play store.
  2. Open the menu then select Settings.
  3. Select the box next to debug mode.
  4. Try to replicate the error.
  5. Open the app again, navigate to Messages in the menu, select all under Updates, then select E-mail and mail a copy of the output.
  • MDM - iOS using a MAC or Windows
  1. Download and install Xcode 6. https://developer.apple.com/xcode/downloads/
  2. Connect your iOS device to your computer.
  3. Open Xcode 6 and go to Window > Devices.
  4. Select your device from the Devices column.
  5. Select the device console icon at the bottom of the window.
  6. Clear the console logs by pressing the trash icon at the bottom right side of the window.
  7. Reproduce the issue on the device. After the error occurs, go to Xcode 6 and use the save button to save the log.
  8. Send the log file to Support as a .txt file.
  • MDM - Alternative method for Windows PC
  1. Download and Install the Latest version of iTunes for your PC
  2. Connect your phone to your computer
  3. Download utility iOSLogInfo (Click here to download)
  4. Unpack to a folder
  5. Start an administrator command prompt and go to the folder you unpacked the above tool.
  6. Run command sdsiosloginfo.exe -d > ios_log.log (this will start logging the system log to the file).
  7. Replicate the issue on the iPhone.
  8. Press CTRL + C on the command window to stop the logging process.
  9. Attach the log file to the case.