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Gathering VidyoMobile Logs

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This article describes how to gather diagnostic logs as well as advanced diagnostic logs from VidyoMobile for Android and VidyoMobile for iOS.
 

Gathering Diagnostic Logs

  1. Open VidyoMobile.
  2. Tap the Settings cog.
  3. Tap Send Logs.
  4. Enter the email details and tap Send to send the logs to support@vidyocloud.com.
    If you already have a ticket number, include it in the email.

     

 

Gathering Diagnostic Logs with Custom Debug Levels

When troubleshooting a connection issue, you may have to elevate VidyoMobile's logging features to provide more detail, which Support can then use to better diagnose the issue.  

The steps in the Android and iOS subsections below would be done before reproducing an issue and would then be followed by the steps in the Gathering Diagnostic Logs section above in order to send the generated log file to your Support team.

Default log levels are:
FATAL ERROR WARNING INFO@AppGui INFO@AppEmcpClient INFO@LmiApp INFO@App INFO@AppGuiUser INFO@AppWebProxy INFO@LmiH264SvcPace

Android

  1. Open VidyoMobile.
  2. Tap and hold the Vidyo logo (on the VidyoPortal entry screen) for seven seconds.
  3. Click the vertical ellipsis.   
  4. Click the Settings option.
    The Development menu is now available.
  5. Click the Development menu.
  6. Click the Logging menu.
  7. Enter the log level customizations provided by Vidyo Support.
  8. Click Apply.

    step4.png

 

iOS

  1. Open VidyoMobile.
  2. Clear the Portal Address.
  3. Tap in the Portal Address field seven times.
    This will open a new dialog box along the top of the screen.
  4. Enter the log level customizations provided by Vidyo Support in this area.
  5. Click Apply.

 

 

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