How to submit BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 logs

Article ID: KB26083

Type: Support Content

Last Modified: 03-03-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Lotus Domino
  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry Enterprise Server Express for Microsoft Exchange
  • BlackBerry Enterprise Server Express for IBM Lotus Domino
  • BlackBerry Professional Software
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry Enterprise Service 10
  • BlackBerry Enterprise Server version 5.0 to 5.0.4
  • Blackberry Enterprise Server Express version 5.0 to 5.0.4
CollapseOverview

For the purposes of troubleshooting, BlackBerry Technical Support Services may require the BlackBerry Enterprise Server debug logs. In order to accomplish this, complete the following steps:

1. Navigate to the BlackBerry Enterprise Server debug logs location:

By default the logs will be found in the following location:

For BlackBerry Enterprise Service 10 (BES10)

C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\Logs

Note: For BES10 it may be necessary to submit additional logs. Special instructions will be provided in this case.

For BlackBerry Enterprise Server version 5.0

32-bit versions of Windows:

C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs

64-bit versions of Windows:

C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\Logs

Note: To confirm the current location of the log files, check the Logging tab of the BlackBerry Server Configuration Panel.

2. Compress the required log files:

In most cases, an entire day's logs will be required and must be compressed prior to submission.

Right-click the folder labeled with the date requested YYYY/MM/DD

  • Choose Send to > Compressed (zipped) Folder

After a few moments, a file will be created within the Logs folder named YYYY/MM/DD.zip

Note: The BlackBerry Enterprise Server Log Submission Site has a file size limit of 500MB

3. Complete the log submission form:

Navigate to the BlackBerry Enterprise Server Log Submission Site.

Fill out the following fields:

  • Ticket Number (Should be provided in an email or by a Support Agent)
  • Your Name
  • Company Name
  • Telephone
  • E-mail Address
  • Comments

Note: Comments is not a required field but additional information about the issue or the files being submitted can be entered here.

4. Submit the log upload:

Once the information has been filled out, click the Browse button next to File.

Navigate to the location of the zipped file created above and click Open.

The path should now appear in the field next to File. Verify that it is correct.

Click Submit.

The selected file will be uploaded to the log submission site and attached to the incident reference entered on the form.

A confirmation page will be displayed to verify that the submission has been successful and BlackBerry Technical Support will also receive notification that a file submission has been made.

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