NotifyMDM Log Retrieval
Posted by Donna DeEulio on 04 February 2011 03:04 PM
NotifyMDM Server Logs: Critical Logs
If a connection to the database cannot be established or is lost, the normal logging method will not work. As a backup to the general method, critical log files will be created to log crucial errors. These log files are located on the MDM Web/HTTP Component Server. They can be accessed in the following way:
1. Log into the server where the MDM Web/HTTP Component is installed.
2. Browse to the MDM directory (by default this is located at 'C:\Program Files\NotifyMDM Server').
3. Open the 'Logs' directory located in the MDM directory.
4. Within this directory, there will be a different log file for each day any critical errors occurred. The name for each log file begins with 'mdm_errors_'. The date for each log is specified in the file name after this beginning part (ie. mdm_errors_10-29-2010.log).
5. Open the log file to view any critical errors. These errors are ordered oldest to newest (the newest being at the bottom of the log). Each error displays the time of which it occurred.
The MDM App logs on BlackBerry devices can be retrieved using the JavaLoader utility. To access them, do the following:
1. Download the JavaLoader utility on a computer from the following location: http://testota.notify.net/tools/bb_javaloader_tools.zip. Unzip its contents once download is complete.
2. Plug your BlackBerry device into the computer using the USB cable.
3. On the computer, open the 'bb_javaloader_tools' directory and execute 'BlackBerryEventLog.bat'. This can be done by either double clicking the bat file or by browsing to the directory via the command prompt and executing the following command: javaloader -usb eventlog > eventlog.txt. Execution may take several minutes. Once it is complete, an event log text file will appear in the 'bb_javaloader_tools' directory.
The MDM App on the iPhone only logs crashes. These are logged to the iPhone crash logs. To retrieve these logs, do the following:
1. Plug your iPhone into a computer using the USB cable.
2. Open the iTunes application.
3. Once your device appears in the 'Devices' category in the menu on the left, select it.
4. Press the 'Sync' button located on the bottom right-hand corner of the screen.
5. On the computer, browse to the following directory:
a) For Windows XP: C:\Documents and Settings\<USERNAME>\Application Data\Apple computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME>
b) For Windows Vista / Windows 7: C:\Users\<USERNAME>\AppData\Roaming\Apple computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME>
c) For Mac OS X: ~/Library/Logs/CrashReporter/MobileDevice/<DEVICE_NAME>
Note: Replace '<USERNAME>' with your current windows login username. Replace '<DEVICE_NAME>' with your device's name as shown in iTunes.
6. The name of a crash report for the MDM App begins with 'NotifyMDM_', followed by the date and the device name (ie. NotifyMDM_2017-10-29-112603_tgeorges-iPhone.crash). To view the report, open the file with Notepad or some other text editor.
To retrieve the MDM App logs from an Android device, do the following:
NOTE: Logging is disabled by default after registration. In order to retrieve suitable logs the user MUST ENABLE logging after the device is registered.
View regular event logs on device
1. In order to view the log, you must connect a USB cord.
2. When the device gives you the option to mount device or turn on USB storage, choose to do so (the exact wording of this setting differs depending on device). You will now be able to browse the device from the computer.
3. On the computer, open up the drive where your device is located and browse to 'Android/data/net.notify.notifymdm/files/logs'. For TPr1, instead browse to 'Android/data/net.notify.notifymdm/files/DCIM'. The logs are divided by date with the name 'NotifyMDM_[date].txt'.
To obtain logcat from the device:
1. On the Android, go to Settings > Log Settings > Ensure the Logging checkbox is checked, if not, check it and then reproduce the issue before sending the log. If it is checked then from here, go into Menu > Send log.
2. Follow the same steps as 'View regular event logs on device'
3. The log name will be in the form of NotifyMDM_logcat_[Date].txt
You must turn off USB Storage in order for the device to start logging data again. The device logs this data to its internal SD Card. So, after you check the log using the USB method, either disconnect the device which will turn off the USB Logging automatically or choose to turn off USB Logging with the device still plugged into the USB.
To view the MDM App logs on a Windows Mobile device, do the following:
1. Browse to the MDM App installation directory on the device (ie. \Program Files\NotifyMDM).
2. Open the MDM App log located within this directory. The current log is called 'NotifyMDMLog.txt'. The log data displays a timestamp which include the date of each entry. Once the log file exceeds 1M the current log will be renamed 'NotifyMDMLog.txt_OLD' and a new log will be created.