How to Collect Device Troubleshooting Logs from PMC

How to Collect Device Troubleshooting Logs from PMC

Overview

This document will show the process collecting logs from any device that is currently connected to PMC. This can be very useful when you are monitoring a thin client deployment remotely and you have no immediate access to the thin client hardware.
Through PMC, you will be able to make a request to the thin client device for support logs. Then, you can send them to your tech support team member during troubleshooting.  

When support requests for the information log from a device in order to examine a problem seen at the terminal, make sure that the problem is replicated, and without restarting the device, collect the logs immediately after the problem manifests. This way, the logs will capture the issue as a recent event. If you reboot the device, the necessary logs may not be recorded.  

Requesting the files from the target device

Launch PMC and login with your credentials.
Click on the Devices tab


At the bottom section of this dashboard, you will see a section named DEVICES. Select the target device and make sure that your mouse cursor is pointing to the desired device. Towards the right of the window and you should be able to see menu icons popping up. Click on the icon that looks like a First Aid Briefcase. Click on it. 


Confirm by clicking the button Request troubleshooting information.   


Select your device and confirm the request by clicking Request troubleshooting information.  


You will receive a confirmation



You may need to allow a few minutes for the files to upload. The same menu will show the file when it's ready. You only need to click the file to download it. 


Where to find stored files.

Click on the Administration tab at the left of the window, then, click Files.
You will find the uploaded file there.  Just click on it and the download should be automatic.





















From there you can take the compressed file and send it to your support technician.

If you do not have a Tech Support Ticket open, please do that first before you send the support file.   

KB#-PDG
REV 07.22 

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