How to collect logs from BlackBerry World

Article ID: KB24853

Type: Support Content

Last Modified: 03-14-2013

 

Product(s) Affected:

  • BlackBerry World for BlackBerry smartphones
  • BlackBerry App World for BlackBerry PlayBook
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  • BlackBerry World
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If issues are encountered in BlackBerry World, support may request to collect additional logging to further the investigation.

To collect logs from BlackBerry World 3.1 or 4.0, click here.

To collect logs from BlackBerry World 3.0, click here.

To collect logs from BlackBerry World 2.0 or 2.1, click here.

To collect logs from the BlackBerry Playbook, click here.

For additional information on attaching a screenshot to logs collected with BlackBerry World 3.1 or 4.0, click here.

For additional information on collecting logs from BlackBerry World 3.x or 4.0 over a USB connection, click here.

For additional information on entering the commands on touch-only devices, click here.

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To gather the error log from BlackBerry World 3.1 or 4.0, complete the following:

  1. Open BlackBerry World
  2. Press and hold down the ALT key while typing LOGLOG from within the application
  3. In the log window, click the Menu key and change the Debugging mode: to On
  4. Click the Escape key to exit the log window
  5. Reproduce the issue
  6. Once the issue has been reproduced, type the command ALT + LOGLOG from within the application
  7. In the log window, click the Menu key and select Send logs to email
  8. Change the email address in the To field to an address where you can retrieve the log files from
  9. Click the Send button in the upper right to submit the logs
  10. Click the Menu key and change the Debugging mode: to Off

Note: If there are no email services configured on the BlackBerry, refer to the additional information section on collecting BlackBerry World logs via a USB connection found here.

To gather the error log from BlackBerry World 3.0, complete the following:

  1. Open BlackBerry World
  2. Press and hold down the ALT key while typing LOGLOG from within the application
  3. In the log window, click the Menu key and change the Debugging mode: to On
  4. Click the Escape key to exit the log window
  5. Reproduce the issue
  6. Once the issue has been reproduced, type the command ALT+LOGLOG from within the application
  7. In the log window, click the Menu key and select Send logs to email. This will send the email to the first email account that was registered on the BlackBerry. A prompt will be displayed advising on which email account was used.
  8. Forward the email containing the logging information to an email address Support has specified.
  9. Click the Menu key and change the Debugging mode: to Off


To gather the error log from BlackBerry World 2.0 or 2.1, complete the following:

  1. Open BlackBerry World
  2. Press and hold down the ALT key while typing LOG from within the application
  3. In the log window, click the Menu key and select Options
  4. Change the Minimum save log level to ALL
  5. Change the email address in the Send email report to: field to an address that is able to receive the log
  6. Click the Escape key to exit. This will prompt a screen that indicates BlackBerry World will close and needs to be reopened for the settings to be applied, click OK at this prompt
  7. Reopen BlackBerry World
  8. Reproduce the issue
  9. Once the issue has been reproduced, type the command ALT+LOG
  10. Click the Menu key then select Send Logs to email
  11. Click OK at the prompt indicating the log was sent successfully
  12. Once the email containing the log is received, click the Menu key and select Options
  13. Change the Minimum save log level back to Error
  14. Click the Escape key to save the settings and close BlackBerry World
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Note: For Storm, Storm2, and Torch 9850/9860 smartphones, refer to the instructions below to enter the ALT+LOG or ALT+LOGLOG command:

For Storm1 9500/9530:

  1. From within BlackBerry World click the Menu key and select My World
  2. To enter the ALT+LOG or ALT+LOGLOG command:
    • If the customer is logged in to My World, click the Menu key and select Show Keyboard
    • If the customer is not logged in, have them click into the password field to bring up the keyboard
  3. While viewing the device in Landscape mode:
    • Hold down the Alt key (the 123 key) to lock it
    • Then press the " + / keys to bring up the log screen

For Storm2 9520/9550 and Torch 9850/9860:

  1. From within BlackBerry World, click the Menu key and select My World
  2. To enter the ALT+LOG or ALT+LOGLOG command:
    • If the customer is logged in to My World, click the Menu key and select to Show Keyboard
    • If the customer is not logged in, have them click into the password field to bring up the keyboard
  3. While viewing the device in Landscape mode:
    • While holding down the Alt key (the 123 key), press the " + / keys to bring up the log screen

 


Collecting logs for BlackBerry PlayBook:

BlackBerry World logging can be obtained in the logs from the BlackBerry PlayBook. See KB26038 for information on how to extract this.


BlackBerry World 3.0 and 3.1 will now store its logs to the internal device memory, if it is available. To extract the logs from a device with internal memory, complete the following:

  1. Connect the BlackBerry smartphone to the computer via a USB connection and enter the device password if prompted
  2. From the on screen prompt, enable the device to connect as a USB drive and enter the device password if prompted
  3. Browse to the following location:

    X:\home\user\appworld\logs (Where 'X:' is the internal device memory and not the SD card)

 


To attach a screenshot of BlackBerry World 3.1 or 4.0 with error logs, complete the following:

  1. Open BlackBerry World and navigate to the screen to capture
  2. On the screen to capture, hold the ALT key and press SSS
    (ALT + SSS)
  3. From the Manage Screenshots screen, click Attach to logs
  4. The BlackBerry World log submission form will then be displayed. Continue with steps 4 and 5 found here to submit BlackBerry World logs and the screenshot for further review

Note: The screenshot cannot be gathered from the USB connection.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.