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

Article ID: KB26038

Type: Support Content

Last Modified: 06-20-2014

 

Product(s) Affected:

  • Porsche Design P'9982 Smartphone from BlackBerry
  • Z30
  • Z10
  • Q10
  • Q5
  • BlackBerry PlayBook
  • 4G LTE BlackBerry PlayBook
CollapseEnvironment
  • BlackBerry 10 smartphones
  • BlackBerry PlayBook tablet
  • Windows
  • Mac OS
CollapseOverview

As part of standard troubleshooting, BlackBerry Technical Support Services may request submission of logs from the BlackBerry 10 smartphone or BlackBerry PlayBook tablet. The Help application allows for easy submission of this information from these devices, which helps minimize the time required to diagnose and troubleshoot issues.

Note: Logs are fully encrypted and only BlackBerry Technical Support Services representatives have the ability to decrypt and view the submitted logs.

For steps to submit the log file, choose the solution for the scenario that applies:


Scenario 1: Submit logs using the Help application

If an Internet connection is available on the device and an Incident Number (for example, INC000012345678) has been provided, use the following steps to submit logs using the Help application.
The device PIN must be associated with the Support Ticket provided in order to successfully submit the logs. Contact Support to have the device's PIN associated to the support ticket.

On the BlackBerry 10 smartphone:

Note: For BlackBerry 10 smartphones with BlackBerry Balance enabled, logs may only be submitted within the Personal space. For more information, see KB33790.

On the BlackBerry 10 smartphone running BlackBerry 10 OS version 10.2

  1. Open the Help application.
  2. Swipe down from the top of the screen.
  3. Select Create Report from the upper right
  4. Enter the support ticket number (for example, INC0000XXXXXXXX) in the Incident Number field.
  5. Enter the email address used to open the support ticket with BlackBerry Technical Support in the Email Address field.
  6. Press Report and wait for the report to be generated.
  7. Once completed, press Send.

On the BlackBerry 10 smartphone running BlackBerry 10 OS version 10.0 or 10.1

  1. Open the Help application.
  2. On the bottom of the screen, select Support, then Create Report.
    Note: In BlackBerry 10 OS version 10.1, click the Home icon on the bottom-left, then select Support > Create Report.
  3. Enter the support ticket number (for example, INC0000XXXXXXXX) in the Incident Number field.
  4. Enter the email address used to open the support ticket with BlackBerry Technical Support in the Email Address field.
  5. Press Report and wait for the report to be generated.
  6. Once completed, press Send.

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 the support ticket number (for example, INC0000XXXXXXXX) in the Incident Number field.
  5. Enter the email address used to open the support ticket with BlackBerry Technical Support in the Email Address field.
  6. Press Create Report and wait for the report to be generated.
  7. Once completed, press Send.

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


Scenario 2: Submit logs using an email from the BlackBerry device

If an Internet connection is available on the device, but an Incident Number has not been provided, use the following steps to submit logs as an email attachment sent from the BlackBerry device.

On the BlackBerry 10 smartphone:

Note: For BlackBerry 10 smartphones with BlackBerry Balance enabled, logs may only be submitted within the Personal perimeter. For more information, see KB33790.

  1. Open the Help application.
  2. Complete the following:
    • For BlackBerry 10 OS version 10.0, tap Support > Create Report.
    • For BlackBerry 10 OS version 10.1, tap the Home icon > Support > tap Create Report.
    • For BlackBerry 10 OS version 10.2, Swipe down from the top bezel > tap Create Report.
  3. In the Incident Number field, type INC000012345678
  4. Enter an email address in the Email Address field.
  5. Tap Report and wait for the report to be generated.
  6. Once the report has been generated (Note: Do not press Send), exit from the Help application by swiping up from the bottom of the screen.
  7. Open the File Manager application and select Documents > Logs.
  8. Look for the .pb file formatted as <Date><Time>-<incident_number>.pb (for example, 20110720193715-INC0000XXXXXXXX.pb).
  9. Tap and hold the file and in the right-hand action menu select the Share icon.
  10. Select an email account to send from.
  11. Send the email with the .pb file attached to the desired address.

On the BlackBerry PlayBook tablet:

  1. Open the Help application.
  2. Swipe down from the top bezel and tap Support.
  3. On the left side, select Log Submission.
  4. In the Incident Number field, type INC000012345678
  5. Enter an email address in the Email Address field.
  6. Tap Create Report and wait for the report to be generated.
  7. Once the report has been generated (Note: Do not press Send), exit from the Help application by swiping up from the bottom of the screen.
  8. Open Messages and compose an email message to the email address to which the log file is to be sent.
  9. Attach the .pb log file (can be found under Documents > Logs > look for the .pb file formatted as <Date><Time>-<incident_number>.pb [for example, 20110720193715-INC0000XXXXXXXX.pb].)
  10. Send the email message.

Scenario 3: Submit logs from a computer

If an Internet connection is not available on the device, use the following steps to submit logs as an email attachment sent from a computer.

On the BlackBerry 10 smartphone or BlackBerry PlayBook tablet:

  1. Complete the steps as described in Scenario 1 above for the specific device, except for the last step. The last step of sending the report will fail since there is no active Internet connection.
  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: 20110720193715-INC0000XXXXXXXX.pb) to a location on the computer.
  3. After the log file has been extracted to a computer, perform one of the following steps:
     
    • Attach the log file to an email using a mail client (for example, Microsoft Outlook) or web-based email account (for example, Gmail) and send the message.
      Note: If the Incident Number is known, be sure to include it in the Subject field and send the message to help@blackberry.com.
    • Upload the log file using the BlackBerry Log Submission form available at www.blackberry.com/go/nalogs.
CollapseAdditional Information

BlackBerry Link can also be used to obtain logs from the BlackBerry 10 smartphone. For more information, see KB34114.

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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