Obtain Logs From an Android Device

Prerequisites

• A registered Android device with the FullCount Terminal app installed
• Teamviewer QuickSupport app installed on the tablet

Send a Log Report

1. Open the Support Drawer (press the Back button repeatedly 8-10 times in quick succession).

2. Touch Send a Log Report.

3. A method of delivery must selected. Choose Gmail from this dialog.

4. A new email will be created with the log file attached as a .zip file. Enter support@fullcount.net in the "To" field.

Generate a Log Report

*NOTE: This process is for internal use only, do not send the following instructions to a customer.

This process is only necessary if an email cannot be sent to FullCount Support because of a lack of email application or a Mobile Device Management software has locked away the permission to do so. If email access is available then please use the Send a Log Report process above. With the assistance of Teamviewer, obtaining application logs is still possible. This is done by connecting to the customer via Teamviewer and following the instructions below.

In Februrary 2022, Google introduced new requirements that changed the way we generate log files. Please see #9101 in Redmine for more details. Notably, this creates a divide in how the Generate a Log Report process plays out depending on what OS the device is running.

Devices that may have Android 11 installed:

• SM-T510 Samsung Galaxy Tab A (2019) 10.1"
• SM-T720 Samsung Galaxy Tab S5e 10.5"
• SM-P610 Samsung Galaxy Tab S6 Lite 10.4"

If Android 11 or newer is installed:

Assuming you are already connected to the customer via Teamviewer:

1. From your Teamviewer tool on your desktop, select File Transfer to ensure all file transfer permissions are allowed.

2. Open the Support Drawer within the app - click-drag from the top or bottom of the screen to get the Back button to show up.

3. Select Generate a Log File.

4. You will be promted to choose where to place the file on the device and Save it there. During the creation of this document, My Downloads seemed to be the most obvious/first place someone would choose as a location for the file. This is not guaranteed though, try keeping a close eye on where you're at when selecting Save. The example below will proceed as if the file was saved to My Downloads.

5. The customer will see the screen below once the file has been saved. Do NOT have them press OK - this will delete the file. Now is the time to retrieve the file using your Teamviewer file transfer tool. If the user has selected OK before you were able to retrieve the file then you will have to go back to step 2.

6. This is what the File Transfer tool looks like. File Transfer wants you to select a destination on your local computer as well as the file on the remote computer you'd like to transfer. We are searching for the .zip file containing the application logs which should be found under My Downloads in this situation.

7. In the example below, Desktop is selected as the local computer's destination directory and the .zip file is selected as the desired file to transfer. If done correctly, the Receive button should be highlighted and clickable.

8. Click Receive. A successful event log will reflect this.

9. The user can now press OK on the prompt noted in step 5.

If an older OS version (<11) is installed:

The process is very similar to the one above with some minor changes. On an older OS version, step 4 will be less confusing/non-existent form the end-user's perspective. Step 5's message will look something like this:

Since the user cannot select which directory to save the file to then finding the file becomes less ambiguous. When you are in Teamviewer's File Transfer tool you will want to follow the following path to find the file: /storage/emulated/0/Android/data/net.fullcount.fullcount_geckobrowser/files/Documents/FullCountLogs/

*NOTE: /storage/emulated/0/Android/data might not be the exact path to /net.fullcount.fullcount_geckbrowser/files/Documents?FullCountLogs/. This part may require you search the filesystem a bit - your path is mostly likely going to begin in External Storage or possibly DCIM.