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Submitting Logs for Box Mobile Apps

You may be asked to submit your Box mobile app logs from your mobile device as part of the investigation for your support case. Here's how to submit Box mobile logs on your device and how to provide them to your support agent:

Note: Before submitting logs to Product Support, reproduce the issue first, and note the time and date when the issue occurs. Next, include that information in your support ticket when you confirm log submission. Knowing exactly when the behavior occurred can speed up the investigation of the issue. 

 

iOS (Box for iPhone/iPad/EMM)

If you can login

  1. Reproduce the issue
  2. Go to "Setting" -> "Send you device logs”

If you cannot login

  1. On the mobile device, tap on a URL like:
    box-diagnosis://diagnosis?mode=d&dur=2&clean=n&tag={your_ticket_number} 
    (Replace {your_ticket_number} with the id of your support ticket)
  2. This launches/foregrounds the Box app and initiate a UX flow which allows the diagnostic-mode to begin.
  3. You can then reproduce the issue.
  4. After 2 hours, open/foreground the app. This ensures that the app is running (even if still not logged in) and thus the auto-upload of the logs will happen.

Sysdiagnose Logs

Sometimes, when troubleshooting complex issues with Box for iPhone/iPad/EMM, it's necessary for us to get some additional information to troubleshoot the issue further. If you are asked to collect a Sysdiagnose for your iPhone or iPad, please follow the steps below to gather it and send us a copy.

  1. Trigger a sysdiagnose by simultaneously pressing both volume buttons + power button (Side or Top) for 1 to 1.5 seconds then release. The sysdiagnose is triggered upon button release.
    • On an iPhone, you will feel a short vibration when a sysdiagnose is successfully triggered. (The vibration will not occur on an iPad).
    • Please note this step will also generate a screenshot.
  2. Wait 10 minutes for the diagnostic gathering to complete.
  3. On the device, find the sysdiagnose file from Settings > Privacy > Analytics > Analytics Data > sysdiagnose_YYYY.MM.DD_HH-MM-SS-XX….. tap the “share” button in the top right, choose to share by Airdrop to sync to your computer or choose Box to upload to Box. (since the file is large, email or message options might not work).

 

Android (Box for Android/EMM)

If you can login

  1. Reproduce the issue
  2. Go to "Setting" -> "Send you device logs”

If you cannot login

  1. On the mobile device, tap on a URL like:
    https://app.box.com/diagnosis?mode=d
    Note: The link may not work if enter it directly in a browser, so it's better to send it through email.

  2. This launches/foregrounds the Box app and initiate a UX flow which allows the diagnostic-mode to begin.

  3. You can customize some parameters in the Diagnosis Mode dialog:

    1. "Logs level" (Info, Debug, Verbose): Default level is Debug. You can leave it as is.

    2. Add a "Unique tag": Input the id of your support ticket

  4. Tap the "Continue" button on the Diagnosis mode dialog to allow Diagnosis mode to begin.

  5. The "Diagnosis Mode" notification will appear in the system bar with "Exit"/"Send Logs" action buttons.

  6. You can then reproduce the issue.

  7. After reproducing the issue, tap on the "Send Logs" action in the "Diagnosis Mode" notification and the logs will be uploaded.

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