How to Save Support Information and Log Files in the IGEL UMS Web App

You can use the IGEL Universal Management Suite (UMS) Web App for collecting UMS and IGEL OS 12 device log files. These log files will be zipped, so you can easily send them to the IGEL Customer Support team via the IGEL Customer Portal.

Permission Required

The Save support information permission is required to generate the log files.

You can also use the UMS Console to collect log files. For more information, see Support Wizard - How to Send Log Files in the IGEL UMS and Save Device Files for Support in the IGEL UMS .

For more information on IGEL OS 12 debug settings, see Debugging / How to Collect and Send Device Log Files to IGEL Support.

How Can You Save Support Information from the UMS Web App?

As shown in the demo vide, you have the following options to save support information:

• You can save device logs files and/or IGEL UMS support information using the action menu in the Devices area.

• You can save IGEL UMS support information from the sidebar menu.

You can only save device logs from the Devices area. From the sidebar option, you can only save UMS support information.

Saving Support Information of OS 12 Devices and IGEL UMS from Action Menu

In the UMS Web App, you can only save the log files of IGEL OS 12 devices. For IGEL OS 11, use the UMS Console, see Save Device Files for Support in the IGEL UMS .

To save support information of OS 12 devices as well as UMS:

1. Go to the device / device folder whose log files you want to save.

When selecting a folder, you can later select from the devices of this folder in the Save Support Information dialog.

2. Click Other Actions > Save Support Information in the actions bar. For devices, you can also use the context menu.

The Save Support Information dialog opens.

3. Under What to collect, select what to include in the saved file. The action saves the selected information in a ZIP file. You can select if you want to save UMS support information, or OS 12 device support information, or both.

   System Information includes:

   • Summary of logs

   • Browser information

   • Log files from the UMS Server and UMS Console

   • Log files from the connected IGEL Cloud Gateway(s) and the basic information of the used ICG certificates, if present

   • API log file of the IGEL Management Interface (IMI), if used

   • Profiles and app metadata associated with the selected devices

   • Monitoring data of performance logging
     Only activate performance logging upon recommendation of IGEL Support; see Logging in the IGEL UMS .

   Logfiles from Devices includes:

   • Summary of logs

   • Browser information

   • Log files from devices

4. Under Number of days included in the logfiles, specify how many days of log data should be kept. Entries older than this will not be saved.

5. Optionally, enter the Support Case Number for your support case. This will be added to the name of the ZIP file.

6. Click Next.

7. Select which devices to include in the saved information.

8. Click Next to download the file.

You can monitor the progress of the file generation in the dialog. You can also close the dialog, the process will continue in the background.

The support information file is downloaded automatically with the naming convention: igel-logs-<support case number>-<date>.zip

Saving Support Information of the IGEL UMS from the Sidebar

The action saves the following information in a ZIP file:

• Summary of logs

• Browser information

• Log files from the UMS Server and UMS Console
  For more on UMS log files, see Where Can I Find the IGEL UMS Log Files?

• Log files from the connected IGEL Cloud Gateway(s) and the basic information of the used ICG certificates, if present

• API log file of the IGEL Management Interface (IMI), if used

• Monitoring data of performance logging
  Only activate performance logging upon recommendation of IGEL Support; see Logging in the IGEL UMS .

If you want to save the device logs, as well as additional information for the device (e.g. assigned profiles), see the Saving Support Information of OS 12 Devices and IGEL UMS from Action Menu.

To save support information of the UMS:

1. Click Help > Save Support Information in the sidebar.

The Save Support Information dialog opens.

2. Under Number of days included in the logfiles, specify how many days of log data should be kept. Entries older than this will not be saved.

3. Optionally, enter the Support Case Number for your support case. This will be added to the name of the ZIP file.

4. Click Next.

You can monitor the progress of the file generation in the dialog. You can also close the dialog, the process will continue in the background.

The support information file is downloaded automatically with the naming convention: igel-logs-<support case number>-<date>.zip.