How to retrieve log files
Follow these steps to retrieve log files from your device:
Access diagnostics
Click on diagnostics in the menu.
Request the log files
Select the request diagnostics button.
A command will be sent to retrieve the log files.
Checking the status of your request
To monitor the progress of your log file request:
Open commands
Go to the commands section.
Review notifications
Look for the status update under DiagnosticsStatusNotification.
Filter specifically on DiagnosticsStatusNotification (for details on filtering, refer to the FAQ on filtering commands).
Understand the status updates
There are three possible statuses:
Uploading: the files are being uploaded.
Uploaded: the files have been successfully uploaded.
Upload Failed: the upload process encountered an issue.
Downloading the log files
Once the files are uploaded, follow these steps to download them:
Navigate to the diagnostics tab.
Open the device diagnostics section.
Download the log files.
Additional notes
The diagnostics will be uploaded as a binary file.
You can rename the file to match the manufacturer’s prescribed format.
If needed, share the file with the manufacturer’s technical support team for detailed analysis.
Retrieving diagnostics for a specific time
If you want diagnostics for a specific time period, refer to the FAQ on retrieving time-specific diagnostics.