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  4. How to collect troubleshooting files from SureMDM on Android devices?

How to collect troubleshooting files from SureMDM on Android devices?

KB ID: 42G2107833
Total Views: 88
Last Updated: July 2021

SureMDM can be very helpful to remotely troubleshoot issues. The same is applicable while gathering the troubleshooting files too.

Below are the steps involved to gather different kinds of files necessary for troubleshooting issues on Android devices remotely.

A. To collect theSureMDM Agent/SureLock/SureFox logs:

You can retrieve the SureMDM Agent/ Surelock/SureFox Logs from the device side using the below steps from the SureMDM console. 

1. Login SureMDM console.
2. Select the target device in the Device Grid and click Logs
3. In the Device Activity Logs screen of the device, click on Troubleshoot.
4. Further, click on Download. This will download a Zip file.

Admin can share this with the 42Gears Technical support team to help them troubleshoot a reported issue. Please share with us by mentioning the time of issue occurred.

B. To collect the SureLock/SureFox Setting File:

You can download the Surelock/SureFox Settings file from the device side using the below steps from the SureMDM console.

1. Login SureMDM console.
2. Select the target device in the Device Grid and click on the SureLock/SureFox icon available just above the Device Info section on the right side of the screen.
3. In the Settings screen, click on the Refresh button to ensure you fetch the latest application settings file from the device.
4. Once done, click on Save as File to download the Application Settings file.

Gather these files and share them with the 42Gears Technical Support Team to help them analyze the issue further.

If your facing an ANR issue on an android device, Please click here for details.

For more details on our products, click here 

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