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Make troubleshooting easier for SureLock/SureFox/SureVideo in Android OS

KB ID: 42G2012694
Views: 124
Updated: June 2021

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 settings file and log files which have been integrated into our products. 

There are 3 files generated:

  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 as surelock.diagnostics_log.txt

    This can help find out the blacklisted application which might be preventing your allowed app to run successfully.
  3. Settings file
    The settings file exported from SureLock/SureFox/SureVideo contains the application configuration set on the device. The settings file allow 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.

Configure Settings using Cloud Import and Export – Read

Configuring Lockdown Settings Remotely for Windows 7/8 using Cloud – Read

In case of further queries, you can reach out here.