Generating a trace log file on a device running the app

You can generate a trace log file on any device that is running the app. The trace will record all app-related activity on the device in a logged in session.

The trace log file is a useful troubleshooting tool available on the app. The file contains the contents of the application log that can be used for debug purposes. The trace log file is meant to be used by trained professionals who are adept at reading html code and are familiar with the functioning of the mobile device, the app, and the host system.

Some important points about the trace file

  • The trace log file options are present in the Settings that are accessed from the app's login screen. The trace options are not present in the App Settings on the device.
  • You need to create a unique passcode to start the trace. This passcode needs to be numeric and at least 4 digits long. Make note of the passcode as you must provide this passcode to decrypt the file.
  • The log file that is created is an encrypted file that can be only be decrypted through a log reader on a specific internal-only server.
  • The file will be created immediately after the “Start” option is selected on the device.
  • The file will run for 24 hours or until the “Stop” option is selected on the device.
  • The encrypted trace log file can be emailed using the “Share” option on the device, providing the device is configured for email.

    • Note: Shutting down the app, turning off the phone, or Sharing the running file will not “stop” the trace file.

  • A device can only hold a single trace log file. Every time a trace is started, the existing file on the device is overwritten.

 

Tapping the arrow in the upper right corner of the login screen will present an internal menu with a “Settings” option. Note that this is not the same as the General Settings on the device for the installed app. The trace log options are only accessible from this internal Settings menu.

The settings has a “Log Trace” section with three options: Start, Stop, and Share.

To initiate the trace, tap Start. You will be prompted for a unique passcode. This passcode needs to be numeric and at least 4 digits long. Make note of the passcode as you must provide this passcode to decrypt the file. Enter the four-digit passcode and tap Start.

The trace log file will be created immediately and will run for 24 hours or until the “Stop” option is selected.

Note: Shutting down the app, turning off the phone, or Sharing the running file will not “stop” the trace file.

The trace log file that is created is an encrypted file that can be only be decrypted through a log reader on a specific support server.

The “Share” option allows you to email the encrypted trace log file to any email address.

The “Share” option allows you to email the encrypted trace log file to any email address. The file will arrive as an encrypted txt file that can be downloaded. Note that you can share the file at any time without stopping - the running trace file will continue until you “Stop” it or after 24 hours.

  • On Android the “Share” option will open the device's 'Select application' screen. From there, you can select an email option.
  • On iOS, the “Share” option will be responsive only if the device has email configured.

When you choose to Share, the device email client opens at the “new message” screen, with the trace log file as a txt attachment. Type in a valid email address and send the message.

The encrypted trace file is present as an attachment to the shared email. Contact support for assistance in decrypting the trace file.