Debugging / How to Collect and Send Device Log Files to IGEL Support

To collect the log files from the IGEL UMS Server, UMS Console, etc., you can use the Support Wizard: UMS Console > Menu bar > Help > Save support information. See Support Wizard - How to Send Log Files in the IGEL UMS. For more information on UMS log files, see Where Can I Find the IGEL UMS Log Files?

To collect the device log files, see the instructions below.

With IGEL OS 12, additional logging functionalities have been introduced to facilitate debugging. To enable debug mode, proceed as follows:

1. In the IGEL Setup, go to System > Registry and activate the following registry keys:

4. Save the setting.
   

Optionally, you can also enable protocol dump output via debug.remotemanager.protocol_dump. This activates debug logging for all commands sent from the UMS to the device or vice versa:
/var/log/rmagent-ws-in.log
/var/log/rmagent-ws-out.log

Activate this registry key only if required.

Collecting Device Logs via the UMS

After you have activated the above registry keys, you can use the UMS Console to collect the device log files:

1. In the UMS Console, go to Help > Save device files for support.

   

   The dialog Save device files for support opens.

2. Select the required device(s) and click Next.

   

3. Select a directory which is suitable for saving the zipped log files and click Next.

   

   A confirmation dialog opens and shows the path and file name under which the log files are stored.

   

4. When the log collecting procedure is complete, close the confirmation dialog by clicking Finish.

5. Find the ZIP file "tc_files_for_support_..." in the directory you selected and send it to IGEL Support via the IGEL Customer Portal.

Collecting Device Logs without the UMS

When the UMS is not accessible or there is an issue with network connectivity, you can still extract logs from a device.

Option 1: Via Local Terminal

1. In the IGEL Setup, go to Accessories > Terminals and create a terminal session.

   

2. Go to Devices > Storage Devices > Storage Hotplug and activate Enable dynamic client drive mapping.

   

3. Verify that System > Registry > debug > igel_desktop > Enable debug logging for IGEL desktop is enabled.

4. Save the settings.

5. Plug the USB stick into the endpoint device and start the terminal session.

6. Log in as root (by default, no password).

7. To create the log files, execute the command /config/bin/create_support_information
   This will generate /tmp/tclogs.zip (you can go there as follows: cd /tmp)

   

To find out the name of the USB stick, you can use the following commands:

cd /userhome/media
ls -l

If there are spaces in the device name, you'll have to include it later in quotation marks. Example: "NEW VOLUME".
If there are no spaces in the device name, quotation marks will not be required.

8. To copy the log files from your endpoint device to the USB stick, run the command cp /tmp/tclogs.zip /media/[name of your USB stick]/ and press [Return].

After /media/, you can press the tab key for autocompletion.

10. Type sync and press [Return].

    

11. Wait a few seconds before safely ejecting the USB stick from the endpoint device.

12. Send the log files to IGEL Support via the IGEL Customer Portal.

Option 2: Via CLI

You can collect log files also via command line interface (CLI). This method can be useful, for example, if you experience problems on the stage of device onboarding.

1. Press anytime [CTRL+ALT+F12] to enter CLI and then press [Return].

2. Plug in a FAT32-formatted USB stick.

3. Execute the following command: dmesg
   This command is used to find out if the USB stick was correctly detected and which device name was assigned (sda, sdb, sdc, etc.)

4. Type cat /proc/partitions
   Search for sda, sdb, sdc, etc. and search for the next line showing the partitions (Example: sda1, sdb1, etc.)

5. Create the mountpoint directory: mkdir /mnt

6. The device name for mounting the USB stick for the following command in step 7 needs an additional partition number. Example: sda1, sdb1, sdc1, etc.

7. Mount your USB stick: mount /dev/sda1 /mnt

   

8. Check your data on your mounted USB stick:
   cd /mnt
ls -l
   Now you should see your data on the USB stick.

9. Generate log files: /config/bin/create_support_information
   It can take some time till the log file generation is complete.

10. Type:
    cd /tmp
ls -l
    Now you should see the log file tclogs.zip listed.

    

11. To copy tclogs.zip from your endpoint device to the USB stick, type cp /tmp/tclogs.zip /mnt and press [Return].

12. To unmount your USB stick, use the command umount /mnt

13. Now you can safely remove your USB stick.

14. To close CLI, press [CTRL+ALT+F1].

15. Send tclogs.zip  to IGEL Support via the IGEL Customer Portal.