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Troubleshooting: How to Collect Logs
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Old 10/11/2012, 12:06 AM   #1 (permalink)
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You may remember if you read my article on effectively requesting support that I mentioned logs were a big help for troubleshooting errors. Here is a detailed guide on how to collect and post logs.

Debug logs are useful for troubleshooting problems as they often provide information on how the app works and more detail on any error conditions. Providing logs for Mojo/Enyo apps may also help pinpoint the source of the problem as the place where the error occurred in source code may be easily found using a text search.

Requirements
  • Your problematic webOS device
  • Lumberjack installed
  • USB cable
  • Computer (to transfer log file)
  • Internalz Pro (recommended)

Software Installation
1. Get Preware if you have not already done so. There are guides around, such as this one.
2. Install Lumberjack and (optionally) Internalz Pro using Preware (or WOSQI if you prefer).

Prepare for Log Collection
3. Open the Device Info app (typically found on the Settings tab of the Launcher on webOS 3.x, and Preferences page on webOS 2.x).
4. On webOS 3.x, from the app menu (swipe down from top left corner of screen), tap "Diagnostics...". On webOS 2.x, from the app menu tap "Tests", then "Interactive Tests...".
5. From the app menu of the Diagnostics app, tap "Collect Logs".
6. Tap "Change Logging Levels...".
7. Tap "Set Log Levels".
8. Scroll through the list and find the app that you are experiencing problems from. Tap on it and select "INFO". This will produce the most debug output for that app.
9. If your problem potentially involves a service (such as App Catalog updating, backups, WiFi), scroll down further in the list and find the corresponding service (try determining it from the name). Tap on the service and select "DEBUG".
10. Find LunaSysMgr in the list of services, and set that to "DEBUG". Do the same for LunaSysMgrJS.
11. Toss all cards not related to your problem away. This reduces the amount of irrelevant entries in the resulting log.
12. Start Lumberjack.
13. Change "What to look for" to "Everything".

Capturing Log Entries
14. Tap "Follow Log" in Lumberjack when ready. Not your device may operate slightly slower due to the amount of processing that is needed to capture and display (in the background) logs.
15. Start your problematic app, and repeat the problem steps.
16. After you get to the point you are stuck at, card the app, and switch back to Lumberjack.
17. From the app menu, tap "Log", and then "Copy".
18. Use the back gesture to exit from the log display and out of Lumberjack. (On the TouchPad hit the virtual center button.) You can now toss Lumberjack and the problematic app off the screen.

Save and Upload Log
19. Using a text editor, save the log to your device. Internalz Pro is recommended for this. If you are using Internalz, open it up, navigate to /media/internal (or hit the home icon in the corner) and from the app menu tap "Create File". Then enter a name (such as "debuglog.txt"), and tap "OK". Open the newly created file, and paste the log into the file. From the app menu select "Save File", and then from the menu select "Close". If you do not want to use Internalz, you may try Quickoffice, but that will require you to copy out the information on to a text file before uploading the log to the forums.
20. Connect your device to your computer. Enter USB Drive mode.
21. Open your device's drive on your computer, and retrieve the file that you've just created.
22. After writing up your post, go down to "Additional Options" (on the post creation page on the forums, not your device), and click "Manage Attachments". If you do not see the option, click on the "Go Advanced" button.
23. Select the log file, and click "Upload".
24. Finish your post, and submit.
25. If you wish, you may open the Collect Logs app again and set the logging levels you changed back to their original values. There's a mix of logging level configurations, so the easiest way is to hit "[Restore Base Profile]" in the log profile list. If you are using the Muffle System Logging patch, manually set the entries you've changed to "ERROR" or "ERR".

Please do not copy and paste the log in the post body. The forum may automatically convert certain character sequences into emoticons, and the width limit of the forums makes log entries hard to read. Additionally, it clogs up the thread visually because of potentially lengthy logs, and require readers to scroll a long way to the next post. Therefore, please provide attachments only.

You may have noticed the green buttons labelled "Quick Log Create" and "Create Log With Description..." in the Collect Logs app. Do not use these options. Because of the encryption applied to the resulting logs, it is impossible for the community to decrypt them, and therefore they are useless to us. The logs are secured as such for good reason as well, because the Collect Logs app attempts to source all the logs on the device, and these logs may include your personal information, account information, and contacts information, as well as browser history and other potentially sensitive data. As such, the logs were encrypted so only Palm can decrypt them. You would not want those information floating around on the Internet.

When I get the chance I will make screenshots, or possibly a video, detailing how to perform the above steps.

Alternate Method
You may also use the Ares Log tool to view log messages. This is particularly useful for filtering out system messages that do not matter, and receive instantaneous feedback of log messages while you perform the problem steps, at the same time. Paired together with Ares Debug, it makes short work of pinpointing the problem.

Requirements
  • Your problematic webOS device
  • USB cable
  • Computer (to run Ares Log on)
  • A recent version of Java
  • Developer Mode enabled on your webOS device

1. Make sure you have Novacom installed. Enable Developer Mode if you have not done so. Plug in your webOS device.
2. Navigate to https://ares.palm.com/AresLog/.
3. If Chrome asks you if you want to run Java, allow it. Click Run when Java asks you if you want to run the application.
4. Click the On button, and from the drop down box select the right log type.
5. In the Filter (Regex) box enter the app ID of the app you're having problems with.
6. Perform the steps causing your problem.
7. Click the Off button.
8. Copy and paste the log contents into a text file, and then upload it to the forums.
__________________
Contact: @GMMan_BZFlag (me on Twitter)
webOS Releases: Change your App Catalog country: TouchPad/PC | TouchPad/webOS Resources | Search suggestion patch for browser | Cycling Email Notifications | Don't Doctor! Make a good support request. | How to post logs | webOS Charge Monitor

Last edited by GMMan; 02/11/2013 at 07:56 PM.
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Old 10/11/2012, 09:28 PM   #2 (permalink)
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Posts: 916
Fantastic.

Quote:
Originally Posted by GMMan View Post
You may remember if you read my article on effectively requesting support that I mentioned logs were a big help for troubleshooting errors. Here is a detailed guide on how to collect and post logs.

Debug logs are useful for troubleshooting problems as they often provide information on how the app works and more detail on any error conditions. Providing logs for Mojo/Enyo apps may also help pinpoint the source of the problem as the place where the error occurred in source code may be easily found using a text search.

Requirements
  • Your problematic webOS device
  • Lumberjack installed
  • USB cable
  • Computer (to transfer log file)
  • Internalz Pro (recommended)

Software Installation
1. Get Preware if you have not already done so. There are guides around, such as this one.
2. Install Lumberjack and (optionally) Internalz Pro using Preware (or WOSQI if you prefer).

Prepare for Log Collection
3. Open the Device Info app (typically found on the Settings tab of the Launcher on webOS 3.x, and Preferences page on webOS 2.x).
4. On webOS 3.x, from the app menu (swipe down from top left corner of screen), tap "Diagnostics...". On webOS 2.x, from the app menu tap "Tests", then "Interactive Tests...".
5. From the app menu of the Diagnostics app, tap "Collect Logs".
6. Tap "Change Logging Levels...".
7. Tap "Set Log Levels".
8. Scroll through the list and find the app that you are experiencing problems from. Tap on it and select "INFO". This will produce the most debug output for that app.
9. If your problem potentially involves a service (such as App Catalog updating, backups, WiFi), scroll down further in the list and find the corresponding service (try determining it from the name). Tap on the service and select "DEBUG".
10. Find LunaSysMgr in the list of services, and set that to "DEBUG". Do the same for LunaSysMgrJS.
11. Toss all cards not related to your problem away. This reduces the amount of irrelevant entries in the resulting log.
12. Start Lumberjack.
13. Change "What to look for" to "Everything".

Capturing Log Entries
14. Tap "Follow Log" in Lumberjack when ready. Not your device may operate slightly slower due to the amount of processing that is needed to capture and display (in the background) logs.
15. Start your problematic app, and repeat the problem steps.
16. After you get to the point you are stuck at, card the app, and switch back to Lumberjack.
17. From the app menu, tap "Log", and then "Copy".
18. Use the back gesture to exit from the log display and out of Lumberjack. (On the TouchPad hit the virtual center button.) You can now toss Lumberjack and the problematic app off the screen.

Save and Upload Log
19. Using a text editor, save the log to your device. Internalz Pro is recommended for this. If you are using Internalz, open it up, navigate to /media/internal (or hit the home icon in the corner) and from the app menu tap "Create File". Then enter a name (such as "debuglog.txt"), and tap "OK". Open the newly created file, and paste the log into the file. From the app menu select "Save File", and then from the menu select "Close". If you do not want to use Internalz, you may try Quickoffice, but that will require you to copy out the information on to a text file before uploading the log to the forums.
20. Connect your device to your computer. Enter USB Drive mode.
21. Open your device's drive on your computer, and retrieve the file that you've just created.
22. After writing up your post, go down to "Additional Options" (on the post creation page on the forums, not your device), and click "Manage Attachments". If you do not see the option, click on the "Go Advanced" button.
23. Select the log file, and click "Upload".
24. Finish your post, and submit.
25. If you wish, you may open the Collect Logs app again and set the logging levels you changed back to their original values. There's a mix of logging level configurations, so the easiest way is to hit "[Restore Base Profile]" in the log profile list. If you are using the Muffle System Logging patch, manually set the entries you've changed to "ERROR" or "ERR".

Please do not copy and paste the log in the post body. The forum may automatically convert certain character sequences into emoticons, and the width limit of the forums makes log entries hard to read. Additionally, it clogs up the thread visually because of potentially lengthy logs, and require readers to scroll a long way to the next post. Therefore, please provide attachments only.

You may have noticed the green buttons labelled "Quick Log Create" and "Create Log With Description..." in the Collect Logs app. Do not use these options. Because of the encryption applied to the resulting logs, it is impossible for the community to decrypt them, and therefore they are useless to us. The logs are secured as such for good reason as well, because the Collect Logs app attempts to source all the logs on the device, and these logs may include your personal information, account information, and contacts information, as well as browser history and other potentially sensitive data. As such, the logs were encrypted so only Palm can decrypt them. You would not want those information floating around on the Internet.

When I get the chance I will make screenshots, or possibly a video, detailing how to perform the above steps.
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Old 12/23/2012, 05:18 PM   #3 (permalink)
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Posts: 265
Thanks ! This is very helpful for my 2.2.4 and 3.0.5 devices.
Quote:
Originally Posted by GMMan View Post
5. From the app menu of the Diagnostics app, tap "Collect Logs".
On HP webOS 2.1.0 I can not find such "Collect Logs" at the Interactive Tests.
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Old 02/11/2013, 07:56 PM   #4 (permalink)
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Posts: 2,136
Added new log collection method.
__________________
Contact: @GMMan_BZFlag (me on Twitter)
webOS Releases: Change your App Catalog country: TouchPad/PC | TouchPad/webOS Resources | Search suggestion patch for browser | Cycling Email Notifications | Don't Doctor! Make a good support request. | How to post logs | webOS Charge Monitor
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