Today’s post comes from Dragonfly, our trusty, awesome and beloved iOS Support Guru.
Getting diagnostic information from TouchDown for iOS.
Occasionally during the troubleshooting process, a support technician may request a diagnostic log. Here’s a visual guide on how to retrieve one from TouchDown for iOS:
There are two locations where you can get diagnostic information from the iOS version of TouchDown.
1. During configuration, which can be useful to determine where TouchDown is failing to connect.
2. The diagnostics menu.
In this blog post, I will cover the two methods of obtaining a diagnostic log.
Obtaining a configuration diagnostic:
When you open TouchDown for the first time, or any time after you reset the database, you will be prompted to configure. On this screen, there is a toggle to Enable Logging. To get a configuration log, slide that to the ‘on’ position (see red circle below) and enter in your information.
In the below screenshot, I intentionally entered wrong information and attempted to configure. Note that as the configuration fails, there is an option to ‘Copy Log.’ Click that to put a copy of the log on your clipboard. Once you click it, you will get a notification that it has been added to your clipboard.
As I was unable to configure TouchDown, I entered my gmail account using the device web browser, and opened a new email to send to iossupport@Nitrodesk.com. After long pressing on the body of the email, an option to paste appears. I click it, and it puts the contents of the diagnostic log into the body of the email:
After you paste the log into the email, send it to iossupport@nitrodesk.com with a description of the issue so the technicians there can see where the configuration is having issues.
Obtaining a regular diagnostic log:
If the support staff request an iOS diagnostic log of some specific behavior, here is how to retrieve it. On the main mail screen, tap the circle triangle button, and choose the diagnostics button:
To ensure you get us a correct log, please tap ‘clear,’ which may return you to the main screen again. Enter diagnostics again via the circle triangle button, and enable logging:
Go back to TouchDown and perform the action you are having difficulty with. Return to the diagnostics screen after you are done, and copy the log using the ‘copy’ button. You should receive a notification that it has been copied to the clipboard:
Open a new email, and long press on the body. An option to paste the log should appear. Select that, and you will have a diagnostic log pasted in the body of an email:
Thanks for reading and hope this was helpful in describing the different types of diagnostic logging in TouchDown for iOS.
Dragonfly
Nitrodesk 