Collect Mobile Device Logs

Imprivata MDA Logs

Collect and send verbose logs to assist Imprivata support in diagnosing issues with the Imprivata MDA app.

The Imprivata MDA app displays details about any failures it encountered when attempting to access resources that should be available. These include a number of local and network resources.

Send Logs to Imprivata Support from the Imprivata MDA App

To send logs to Imprivata Support from the Imprivata MDA app:

1. From an error screen:

   1. Tap Diagnostics. The Diagnostics screen opens and displays the following statuses:

      1. Communication with the Enterprise Access Management server — the EAM server cannot be reached due to network connectivity, server errors, or response timeouts.

      2. Enterprise Access Management app config file — the app config file may be missing or is corrupt.

      3. Enterprise Access Management PIN — indicates whether your Imprivata PIN is valid or expired.

   2. Tap Upload log files.

   3. Enter the case number and tap Upload to send logs to Imprivata support.

2. From the lock screen:

   1. Tap the information icon next to the Imprivata logo. The Diagnostics screen opens.

   2. Tap Upload log files.

   3. Enter the case number and tap Upload to send logs to Imprivata support.

Configure AppConfig to Allow Imprivata MDA to Send Verbose Logs

Add the following keys to the AppConfig in your MDM:

ConfigFlags - Allows Imprivata MDA to collect verbose logs.

• The AppConfig Configuration Key field for this feature is "ConfigFlags".

• The AppConfig Value Type for this feature is "String".

• The AppConfig Value is verboseLogsOn.

Collect Device Logs via logcat

Prerequisites

• Enable USB debugging on the device.

• Requires the Android Debug Bridge (ADB) be installed. Download the ADB as part of Android platform tools.

  • Windows: https://dl.google.com/android/repository/platform-tools-latest-windows.zip

  • Mac OS: https://dl.google.com/android/repository/platform-tools-latest-darwin.zip

Collect Basic Device Logs

To collect basic device logs:

1. On the device, enable developer mode:

   1. Tap Settings > About phone.

   2. Tap on the build number eight (8) times.

   3. Go back to Settings > Advanced > Developer options, and tap On.

   4. Locate the USB debugging setting and tap On.

2. In a terminal console window, change the directory to the ADB.

3. Make sure that ADB is accessible and the device is connected via USB before reproducing the issue.

4. Reproduce the issue and run the next command in terminal:

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   adb logcat -d > logcat.txt

   The device logs are output to the logcat.txt file.

5. After collecting logs, in Settings > Advanced > Developer options, tap Off to turn developer mode off.

Collect Extended Device Logs

To collect extended device logs:

On the device, enable developer mode:

1. Tap Settings > About phone.

2. Tap on the build number eight (8) times.

3. Go back to Settings > Advanced > Developer options, and tap On.

4. Locate the USB debugging setting and tap On.

5. Locate the Bug Report setting and tap On.

   1. Interactive allows you to view the progress of the report generation.

   2. Full Report may take longer to run. It will display a status notification in the task bar after X minutes.

6. Share the bug report by one of the following methods:

   • Tapping the completed notification task.

   • Locating the bug report in the /bugreports directory on the device.

7. Copy the bug report to your computer:

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   adb shell ls -l /bugreports/
   adb pull /bugreports/

Configure AppConfig to Allow Imprivata MDA to Send Logs to Logcat

Add the following keys to the AppConfig in your MDM:

ConfigFlags - Enables Imprivata MDA to send logs to Logcat. .

• The AppConfig Configuration Key field for this feature is "ConfigFlags".

• The AppConfig Value Type for this feature is "String".

• The AppConfig Value is logcatOn.