Centrify Identity Service (All Editions)Question:
Centrify Support has requested console logs from an iOS device to be used for troubleshooting a range of issues from group policies not applying to authentication failures.
How are these logs retrieved?Answer:
iOS devices need to be connected to a Mac or PC computer via a USB sync cable in order to collect device-level log data. Logs need to be collected QUICKLY after a reproduction as iOS devices only store around 15 minutes of device log entries at a time (depending on device activity). Device Setup:
Before gathering console logs for the device, you will need to change some settings in the Centrify mobile application:
- Open the Centrify mobile application on the iOS device
- Click the Settings button.
- Under the Log Settings section, choose the Log Level and change it to Debug and click the button to enable "Log to Console".
There are several software options for collecting device logs from iOS devices from Mac or PC computers. The below sections describe a few available methods.
For Mac Computers:
1. LemonJar iOS Console
- LemonJar iOS Console app (Recommended)
- Xcode 6 (for iOS 8 and above)
2. Collecting console logs using Xcode 6 (for iOS 8 and above):
- On a Mac system with OS X 10.9.2 or higher, download the iOS Console app:
- Install and open the app
- Note: At first only the app icon will appear in the Dock, no window will be shown.
- Connect the iOS device to the Mac and the logging window will now appear.
- Reproduce the issue, the iOS Console should start populating with related entries.
- Once the issue is fully captured, save the log:
- Send the log file into Centrify Support for analysis.
For PC Computers:
- Download and install Xcode 6.
- Connect your iOS 8 device to your computer.
- Open Xcode 6 and go to Window > Devices.
- Select your device from the Devices column.
- Select the device console icon ( ) at the bottom of the window.
- Clear the console logs by pressing the trash icon ( ) at the bottom right side of the window.
- Reproduce the issue on the device.
- After the error occurs, go to Xcode 6 and use the save button ( ) to save the log.
- Send the log file to Centrify Support as a .txt
- On a PC system with iTunes installed (required), download iOSLogInfo:
- Unzip the iOSLogInfo folder to a local hard drive. (example: C:\iOSLogInfo)
- Connect the iOS device to an available USB port using the device’s sync cable
- Open a command prompt session – be sure to select “Run as Administrator”
5. From the command window, navigate to the folder where you extracted the files using the following command. (example: cd c:\iosloginfo)
6. Enter the following command to start a console session and write an output file named consolelogs.txt sdsiosloginfo.exe -d > c:\iosloginfo\consolelogs.txt
7. To stop the capture session, press CTRL+C
8. Navigate to the folder where you created the log and send the consolelogs.txt
file to Centrify Support.
Additional Commands available:
sdsiosloginfo.exe -d > C:\iOSLogInfo\consolelogs.log
sdsioscrashlog.exe -e -k C:\iOSLogInfo\crash_logs
sdsdeviceinfo.exe -q com.apple.disk_usage -x > C:\iOSLogInfo\iOS_Disk_Usage.xml
sdsdeviceinfo.exe -x > C:\iOSLogInfo\iOS_Device_Stats.xml
sdsioscrashlog.exe -e -k C:\iOSLogInfo\itunes_logsNote:
This information is provided as a convenience only and does not represent support offered by Centrify. Any links to third-party software available on this website are provided “as is” without warranty of any kind, either expressed or implied and such software is to be used at your own risk.
For additional information not covered in this troubleshooting guide, please review Centrify Online Help
or visit the Customer Support Portal