- BlackBerry® Desktop Software (Mac OS)
- BlackBerry® Desktop Software (Windows)
- BlackBerry® smartphones
Step 1 - Enable Debug level logging
IMPORTANT: Enabling debug level logging should only be done if the issue is easily reproducible, otherwise skip this step.
Debug level logs provide additional information to assist with troubleshooting issues that occur on a BlackBerry® smartphone. To enable debug level logging follow KB28247.
Step 2 - Reproduce the issue
Once the issue has been reproduced on the BlackBerry smartphone continue to the next step
Step 3 - Extract the Java event logs
Extracting the Java® event logs should be attempted in the following order:
- Extract the Java event logs using Support Tools within Desktop Software 6.1 and 7.1 (Windows only) - KB27739
Extract the Java event logs using the loader or bbdm command (Windows and Mac) - KB17215
Step 4 - Reset the debug level logging back to Informational
If the options listed above for gathering Java event logs are not available, then as a last resort they can be emailed from the device.
Note: Emailing logs from a BlackBerry smartphone does not include the same amount of data as the Support Tools or loader/bbdm command.
- Open the Event Log window on the BlackBerry smartphone. See KB28247 on how to access this window
- Press the Menu key and select Copy Day's Contents.
- Paste the contents into the body of an email message and specify the email address of the intended recipient in the To: field.
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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.