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Accessing mobile device logs

Updated on July 1, 2021

Troubleshoot mobile apps and support app users by retrieving and analyzing logs specific to a selected mobile device.

You can retrieve logs from the device of a specific user when the user restarts the app, and incorporate the logs in the Pega log files. For easier access, Pega Platform stores the retrieved log entries in a separate log file that is specific to mobile devices.

For example: A mobile app developer addresses a bug filed by a user of the uPlus expense reporting app. To investigate the root cause of the bug, the developer retrieves and analyzes logs from the user's device.

Retrieving mobile device logs

Specify the log event type and time range for which you want to retrieve the logs, so that the results relate to the issue that you are investigating. That way, you can troubleshoot issues more efficiently.

Note: If you select the Silent logging level when you build the mobile app, the logs are empty.
Before you begin: To troubleshoot an issue that occurs on a specific mobile device and relates to an app with the logging level set to Silent (or another level that does not provide enough information about the issue), rebuild the app with an applicable logging level and ask the user to recreate the steps on their mobile device in the rebuilt app. For more information, see Building mobile apps.
  1. Open your mobile channel:
    1. In the navigation pane of App Studio, click Channels.
    2. In the Current channel interfaces section, click the tile that represents a mobile channel for your app.
  2. Click the Manage tab.
  3. In the Retrieve device log section, in the Operator ID field, select the user ID for which you want to retrieve the logs.
  4. In the Log level field, select the type of events that you want to include in the device logs:
    • To retrieve logs about serious errors, select Error.
    • To retrieve logs about events that might have negative consequences, select Warning.
    • To retrieve logs about run-time events, select Info.
    • To retrieve logs about all events for debugging, select Debug.
    • To retrieve logs about all available events, such as localization updates, select Verbose.
    Note: Pega Platform retrieves logs for the selected events and for events with higher severity. For example, if you select Warning, Pega Platform retrieves logs for Warning and Error event types.
  5. In the Log history section, select the time period for which you want to retrieve the logs:
    • To retrieve all logs that are stored on the device for the mobile app, click All available history.
    • To retrieve logs for a specified period, click Specify a date range, and then select the start and end dates in the Universal Time (UTC) time zone.
  6. Click Retrieve log.
Result: When the user restarts the mobile app, the app sends the requested logs from the device to Pega Platform.
Note: If you make multiple retrieve requests before the user restarts the mobile app, Pega Platform retrieves the logs only for the most recent request.
For example: A mobile app developer for the uPlus company retrieves device logs with severity Debug and higher, for the month of March 2021.
Sample settings for retrieving device logs in Pega Platform
The Manage tab with a highlighted Retrieve device logs section. Settings specify that logs are to be retrieved for a selected user, for the log level Debug, for a specific date range (March 2021).

Viewing mobile device logs

View and analyze the log to proactively investigate and troubleshoot possible issues.

  1. On the Manage tab, click View log history on the right side of the screen.
  2. In the Log Files window, in the File columns, click the PegaMOBILE.log file.
  3. Optional: To filter the displayed log entries, in the Filter by field, enter the phrase that you want the entries to include, and then click Apply.
Result: The log file is displayed. Scroll down to view the most recent log entries.
For example: A mobile app developer for the uPlus company accesses the retrieved log files:
Viewing mobile device logs in Pega Platform
The Pega Platform interface and the process of viewing device logs that were earlier retrieved.

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