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Collecting DW Spectrum Mobile Debug Logs

How to Collect DW Spectrum Mobile Debug Logs?

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Affected Roles:  Administrator, Owner

Related Digital Watchdog VMS Apps:  DW Spectrum® IPVMS, DW Spectrum® Mobile

Complication:  Medium to High

Last Edit:  February 24, 2021

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Debug Logs

When reporting bug encountered on DW Spectrum® Mobile, you lot may exist asked to provide a customer log that can aid the Digital Watchdog back up team to investigate and resolve your request.

The most common issues that are investigated in these cases include:

• DW Cloud™ connectivity issues (may also crave the DW Spectrum® Server debug log and DW Cloud system ID )
• Mobile application crashes

This commodity volition outline how to collect the debug logs from an Android or iOS mobile device for DW Spectrum® Mobile.

**Notation:   For obtaining the server debug log, delight consult with DW Spectrum support to change the software logging level and obtain the log.

Collecting Debug Logs for Android

Before collecting the debug logs, make certain that the DW Spectrum® Mobile application is permitted access to the internal storage of the Android device.  As these settings vary depending on the manufacturer, please cheque the instructions for your device to enable permissions per application.  Otherwise, the option tin typically be located under Settings > Permission.

Setup Instructions for Android

To obtain the debug logs from an Android device:

1. On your PC, open a text editor (ex. Notepad) and paste the post-obit content:

logFile="/sdcard/mobile_client"

enableLog=i

logLevel=verbose

Relieve the file with the filename "mobile_client.ini".

2. Next, make certain that the DW Spectrum® Mobile application is airtight on the phone.

Connect the Android telephone to your Windows PC with a USB cablevision.

**NOTE:   For other Bone platforms, additional applications or dependencies are required (run into the instructions for macOS or Ubuntu ).

3. Unlock the phone and allow the telephone storage to exist accessed by the Windows File Explorer.

4. Move the mobile_client.ini file to the Android phone's storage.

Changing Log Level of DW Spectrum® Mobile for Android

1. Launch the DW Spectrum® Mobile application on the Android device. Press and agree on the DW Spectrum® Mobile version number for 10 (ten) seconds.

2. The Developer Settings volition begin to brandish.  Confirm that DW Spectrum® Mobile has a Change Log Level of 'Verbose' enabled.

Collecting the Debug Log Files of DW Spectrum® Mobile for Android

1. Now that the mobile application has be set up up for logging, please replicate the issue.
   • Problems caused by stream playback – connect to the DW Spectrum® system through the mobile application and effort to view the camera'due south video stream
   • Issues with DW Cloud connectivity – attempt to connect to the DW Spectrum® system through the mobile application.  When the "unreachable" flag displays, await at least one minute.  Echo the scenario several times to brand sure that the effect has been replicated.

2. Close the DW Spectrum® Mobile awarding and take note of the current time.

3. On your PC, open the phone's storage and locate "mobile_client.log" and use a text editor (ex. Notepad) to open the mobile_client.log file.

Cheque the timestamps listed in the file and make certain that the debug log has covered the desired amount of time.  If non, remove the log file and repeat Pace 5 through Step vii.

**NOTE:   The mobile_client.log should exist located in the same folder as the mobile_client.ini file in the phone'south storage.

4. Copy the mobile_client.log to your PC and share it with the Digital Watchdog support squad for further investigation.

Collecting Debug Logs for iOS

Obtaining the debug logs from an iOS device is slightly different in comparing the process for an Android device.  Follow the instructions beneath for this process.

Changing Log Level of DW Spectrum® Mobile for iOS

To obtain debug logs from an iOS device:

1. Launch the DW Spectrum® Mobile awarding on your iOS device.  Make certain to disconnect from all DW Spectrum® systems.
2. Printing and hold on the DW Spectrum® Mobile version number for ten (10) seconds.

The Developer Settings will begin to display.  Modify the Alter Log Level to 'DEBUG2' (verbose).

Collecting the Debug Log Files of DW Spectrum® Mobile for iOS

1. Completely close the DW Spectrum Mobile application on the iOS device.

If you lot have not already done and so, connect the iPhone or iPad to a macOS computer with a USB cablevision.

2. Open the Panel application on the macOS computer.  This can exist plant in the /Applications/Utilities/ directory.

3. From the Console app sidebar, locate the Devices section.  Select the iOS mobile device that is now currently connected to the Mac.

Panel Log information for the iOS device will begin to display.

4. Launch the DW Spectrum® Mobile awarding and take annotation of the current time.

Printing and agree on the DW Spectrum® mobile number for ten (x) seconds and make sure that the Change Log Level is set up to 'verbose'.

5. Now that the mobile awarding has be prepare upwards for logging, please replicate the upshot.
   • Issues caused by stream playback – connect to the DW Spectrum® system through the mobile application and attempt to view the camera's video stream
   • Issues with DW Cloud connectivity – attempt to connect to the DW Spectrum® organisation through the mobile awarding.  When the "unreachable" flag displays, wait at to the lowest degree one minute.  Repeat the scenario several times to brand sure that the event has been replicated.

6. Next, shut the DW Spectrum® Mobile application and tape the time that the mobile client was stopped on the iOS device.

7. On the macOS calculator, check the timestamps that are listed in the log and make sure that the log has covered the desired corporeality of fourth dimension.  If not, make clean the log entries and repeat Stride iv through Stride six.

8. Re-create all of the console logs on the macOS computer and share them with the Digital Watchdog Support squad for farther investigation.

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Source: https://support.digital-watchdog.com/kb/article/667-collecting-dw-spectrum-mobile-debug-logs/

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