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How to get an Android System Log

Sometimes there's a hardware issue that is specific to a single device or a device model that we can not reproduce in our office.  In these situations we will need a system log from the device that is having the problem to try and figure out what is going wrong.  These instructions can be used to create that log and send it to us.

1. Install your device driver

  • Your device driver should install when you connect your device to the computer over USB.  If it does not you may need to locate and install the driver from your manufacturer's website.  Once you get to Setup the Log step 7 (6 for Mac) you will know if you need a different driver.

2. Connect your device

  1. Plug in your device via USB to your computer
  2. Go to your Settings app
  3. Scroll down to the bottom and tap on Developer Options
    • If this option is not there then:
      1. Scroll down to the bottom and tap on About Phone (or Device)
      2. Scroll down to the bottom and tap repeatedly on Build Number
        • Stop once the message says you've unlocked Developer Mode
      3. Tap back
  4. Make sure Android Debugging is checked

3. Setup the log

Windows

  1. Download Platform-tools from Google
  2. Create a folder in your C drive called 'adb'
  3. Unzip the Platform-tools zip file to this folder
  4. Press the win+r on your keyboard
  5. In the run window type cmd.exe and press enter
  6. in the CMD window type 'cd c:\adb' and press enter
  7. Type 'adb devices' and press enter
    • This should write a line to the CMD window that says '009ab325109378df7e device' or something like that
    • If it says that there aren't any devices, then you need a different device driver
  8. Type 'adb logcat > android.log' and press enter
    • This will just show the cursor (blinker) sitting on a new line (with no 'C:\adb' in front), blinking. This is good.

Mac OS

  1. Download Platform-tools from Google
  2. Create a folder in your hard drive called 'adb'
    • This will be next to folders like; 'users', 'applications', 'system', etc..
  3. Unzip the Platform-tools zip file to this folder
  4. Go to the Utilities folder and run Terminal
  5. in the Terminal window type 'cd \adb' and press enter
  6. Type 'adb devices' and press enter
    • This should write a line to the Terminal window that says '009ab325109378df7e device' or something like that
    • If it says that there aren't any devices, then you need a different device driver
  7. Type 'adb logcat > android.log' and press enter
    • This will just show the cursor (blinker) sitting on a new line (with no '\adb' in front), blinking. This is good.

4. Recreate the issue

  1. Pick up your device
  2. Open the Pruvan app
  3. Take photos or do what every you need to in the app to create the error(s)

5. Finish up

Windows

  1. Click inside of the CMD window on your computer
  2. Press ctrl-c
    • This will stop the log
  3. Open a folder on your computer and go to C:\adb
  4. Attach android.log to a reply email for your open ticket

Mac OS

 

  1. Click inside of the Terminal window on your computer
  2. Press cmd-c
    • This will stop the log
  3. Open your hard drive and go to the adb folder
  4. Attach android.log to a reply email for your open ticket

 

Let us know if you run in to any issues following this process.

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