Capturing detailed logs for support

Created: Modified: Knowledge Base

Log files can be a helpful troubleshooting tool. This article explains how to capture detailed log files and share them with Imprivata Support.

Imprivata Locker Logs

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

From an error screen:

  1. Tap Diagnostics. The Diagnostics screen opens.
  2. Tap Upload log files to send logs to Imprivata support.
  3. Enter the case number and tap Upload log files.


Imprivata Locker presents details about any failures it encountered when attempting to access resources that should be available. These include a number of local and network resources:

    • Local configuration file — the local configuration file may be missing or is corrupt.
    • Emergency Unlock PIN — indicates whether Emergency Unlock PIN is set in the MDM.
    • Password AutoFill is enabled — indicates whether Password AutoFill is enabled for the Locker app in iOS settings.
    • Communication with the OneSign Server — the OneSign server cannot be reached due to network connectivity, server errors, or response timeouts.
    • Communication with GroundControl Server — the GroundControl server cannot be reached due to network connectivity, server errors, or response timeouts.

From the lock screen:

  1. Tap the information icon next to the Imprivata logo. The Diagnostics screen opens.
  2. Tap Upload log files to send logs to Imprivata support.
  3. Enter the case number and tap Upload log files.


Logs will be sent automatically to Imprivata support.

Launchpad Logs

1. On the console, Navigate to Launchpads tab and click the Launchpad name to view its details

2. Under Launchpad Actions menu, click Options…:

3. From the dropdown list, select Debug as the log level. Click Save to restart the Launchpad. No need to enter any custom values here.


4. Proceed with a workflow or other action that you need to troubleshoot. Make sure to carefully follow the same steps to reproduce the issue. The log files are automatically stored on your machine.

When you are done:

  1. Submit a support ticket with detailed steps to reproduce the issue.
  2. Indicate the date and time the issue occurred.
  3. After you create the ticket, send Launchpad Logs via Launchpad Actions > Send Logs to Imprivata…

 

Logs can also be accessed via the Launchpad Menu > Help> Open Log Folder.