To speed up the process of troubleshooting when an issue is reported, the 42Gears Technical team will need access to a few basic details, such as the settings file and log files that have been integrated into our products.
Purpose
The purpose of this knowledge article is to provide a guide on how to make troubleshooting easier for SureLock, SureFox, and SureVideo in Android OS.
Prerequisites
NA
Steps
1. Logfile:
The log file is found in the root folder of device storage with the product name (version_num)_LOG.txt, where version_num is the product version you are using.
For example, if you are using SureLock v16.33, then the log file will be named surelock16.33_log.txt.
This file contains internal product information helpful in troubleshooting your issue.
2. Diagnostic file
The diagnostic file is found in the root folder of device storage by the name of product.diagnostics_log.txt and contains information about the applications, websites, or videos (depending on the product used) that are getting blocked.
For example, if you are using SureLock, then the diagnostic log file will be named surelock.diagnostics_log.txt.
This can help find out the blacklisted application that might be preventing your allowed app from running successfully.
3. Settings file
The settings file exported from SureLock, SureFox, and SureVideo contains the application configuration set on the device. The settings file allows us to determine which possible feature might help in solving the issue(s).
Click here for more details on how to export the settings file:
An email with a description of the issue with these files to 42Gears Technical Support will help us serve you better.
Please click here to learn more about configuring settings using cloud import and export.
Please click here to learn more about configuring lockdown settings remotely for Windows 7/8 using the cloud.
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