How to gather and submit logs from the BlackBerry 10 smartphone or BlackBerry PlayBook tablet

Article ID: KB26038

Type: Support Content

Last Modified: 10-14-2014

 

Product(s) Affected:

  • BlackBerry 10
  • BlackBerry PlayBook
  • 4G LTE BlackBerry PlayBook
CollapseEnvironment
  • BlackBerry 10 smartphones
  • BlackBerry PlayBook tablet
CollapseOverview

As part of standard troubleshooting, BlackBerry Technical Support Services may request submission of logs from the BlackBerry 10 smartphone or BlackBerry PlayBook tablet. This log information helps minimize the time required to diagnose and troubleshoot technical issues.

Logs are fully encrypted and only BlackBerry Technical Support Services representatives have the ability to decrypt and view the submitted logs. For more information on what is contained in the logs, see the the Additional Information section.

Follow the steps below to collect and submit logs to BlackBerry Technical Support Services:

  1. If an Internet connection is available on the device - Submit logs from the device.
  2. If an Internet connection is not available on the device - Submit logs from a computer.

Note: BlackBerry Link can be used to collect logs from the device. For more information, see KB34114.


Submit logs from the device

Note: For BlackBerry 10 smartphones with BlackBerry Balance enabled, logs can only be submitted from the personal space. For more information, see KB33790.

BlackBerry 10 OS version 10.3

On BlackBerry 10.3, either the Log Snapshot or Log Streaming methods can be used:

Log Snapshot - Used after an issue has been reproduced on the device.

  1. Open the Help application.
  2. Swipe down from the top of the screen and tap Create Report.
  3. Tap the Snapshot tab.
  4. Tap the Save Log Snapshot button.
  5. The log capture status is displayed. It typically takes 4-5 minutes to complete the capture.
  6. Once the capture is complete, the device will prompt to Upload Logs. Tap Yes.
    Note: If you would prefer to upload logs later, tap No and see the steps below under To send a log file to BlackBerry.
  7. Enter your email address and incident number.
  8. Tap Next, then Submit.

Log Streaming - Used to start log capture, reproduce the issue, then stop log capture. Also, specific logging content can be specified using this method.

Note: When the Log Streaming method is used, the log file size will be increasingly large until it is stopped.

  1. Open the Help application.
  2. Swipe down from the top of the screen and tap Create Report.
  3. Tap the Streaming tab.
  4. Under Standard Log Streaming Content, turn on the desired options. If you are not sure which options to turn on, simply turn on all.
  5. Choose a Save Location.
  6. Tap the Start Log Streaming button.
    Note: If the Save Location was set to Device, the following prompt will be displayed: Streaming to Device. Warning: Streaming to device may consume storage space required by other applications.
    If you would prefer to go back and change the Save Location, tap Cancel. Otherwise, tap OK.
  7. The logging is now started and Streaming Log is displayed.
  8. Perform the necessary actions to reproduce the issue on the device.
  9. Return to the Help app and tap Stop Streaming.
    Note: It will take some time for the logging to fully stop. During this time, the status will display Stopping Stream. This is expected.
  10. When the logging has fully completed the status will display Not Logging.
  11. To send the file to BlackBerry, see the steps below.

To send a log file to BlackBerry:

  1. In the Help app, tap the Snapshot tab.
  2. Tap the Upload Log Snapshot button.
  3. Select the log file from under Device > Documents > Logs or Media Card > bbswlt. The log file will be in the format bbswltLog<date><time>.
  4. Tap Yes to confirm you would like to upload the logs.
  5. Enter your email address and incident number.
  6. Tap Next, then Submit.
  7. Wait for the log file to be sent.

BlackBerry 10 OS version 10.2.1:

  1. Open the Help application.
  2. Swipe down from the top of the screen and tap Create Report.
  3. Enter your Email Address and Incident Number.
    Note: If you do not have an incident number, use INC000012345678.
  4. Tap Create.
  5. Once the report is done, if you are submitting to an existing incident, tap Send. If you used the example incident number above, close the app and follow the steps below to submit the logs to BlackBerry.

To send a previously captured log file to BlackBerry Technical Support, locate the log file under Device > Documents > Logs. The file will be formatted as <Date><Time>-<incident_number>.pb. For example, 20110720193715-INC000012345678.pb. The file can be uploaded here or can be attached to an email and sent to help@blackberry.com. Be sure to include your incident number in the email subject.

BlackBerry 10 OS version 10.0 and 10.1:

  1. Open the Help application.
  2. Complete one of the following:
    • On BlackBerry 10 OS version 10.0, tap the Support tab, then Create Report.
    • On BlackBerry 10 OS version 10.1, tap the Home icon, then Support > Create Report.
  3. Enter your support ticket number and email address.
    Note: If you do not have an incident number, use INC000012345678.
  4. Tap Report.
  5. Once the report is done, if you are submitting to an existing incident, tap Send. If you used the example incident number above, close the app and follow the steps below to submit the logs to BlackBerry.

To send a previously captured log file to BlackBerry Technical Support, locate the log file under Device > Documents > Logs. The file will be formatted as <Date><Time>-<incident_number>.pb. For example, 20110720193715-INC000012345678.pb. The file can be uploaded here or can be attached to an email and sent to help@blackberry.com. Be sure to include your incident number in the email subject.

On the BlackBerry PlayBook tablet:

  1. Open the Help application.
  2. Swipe down from the top bezel and select Support.
  3. On the left side, select Log Submission.
  4. Enter your incident number and email address.
  5. Tap Create Report.
  6. Once the report is completed, if you are submitting to an existing incident, tap Send. If you used the example incident number above, close the app and follow the steps below to submit the logs to BlackBerry.

Note: An IT Policy can restrict the functionality of submitting logs from the tablet, see KB29942 for more information.

To send a previously captured log file to BlackBerry Technical Support, locate the log file under Documents > Logs. The file will be formatted as <Date><Time>-<incident_number>.pb. For example, 20110720193715-INC000012345678.pb. The file can be uploaded here or can be attached to an email and sent to help@blackberry.com. Be sure to include your incident number in the email subject.


Submit logs from a computer

If an Internet connection is not available on the device, complete the following steps on the device and computer to submit logs as an email attachment using the computer.

On the BlackBerry 10 smartphone or BlackBerry PlayBook tablet:

  1. Complete the steps as described in Scenario 1 to generate the log file. The last step of sending the report will fail since there is no active Internet connection on the device.
  2. Follow KB26068 to enable Storage and Sharing.

On the Computer:

  1. Connect the device to the computer and open the corresponding removable drive from within Windows Explorer (for example: Z:\).
    Note: When using a Mac computer, the BlackBerry PlayBook tablet will not appear as a removable drive, but as a network share with an IP address such as 169.254.x.x. See KB26068 for details.
  2. Navigate to <drive>:\documents\logs and copy the file formatted as <Date><Time>-<incident_number>.pb (for example: 20140720193715-INC000012345678.pb) to a location on the computer.
  3. After the log file has been extracted to a computer, the file can be uploaded here or can be attached to an email and sent to help@blackberry.com. Be sure to include your incident number in the email subject.
CollapseAdditional Information

Contents of device logs

The logs contain information about the BlackBerry device such as the BlackBerry PIN number, memory status, system and size and usage, hardware ID, operating system and platform, device model, battery status, Wi-Fi, radio or wireless strength and connections, list of installed applications, a well as other information. To review this information before sending it to BlackBerry Technical Support, click View Additional Details within Support.

Other logs generated and sent to BlackBerry Technical Support Services may contain additional technical information that is collected in a form that does not identify a user, such as the BlackBerry device's operating system and environment information, data regarding processes running and device configuration, system events, videos and music file information, and other data regarding the condition of the BlackBerry device at the time the log is generated.

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