Troubleshooting Tools
TROUBLESHOOTING GUIDE
Ascom Myco 3
3-rd Party Apps
Action Logs Encryption
1. Check the Event log (Log viewer) in case an app is
using Ascom support lib.
2. If special debug logs/ tools should be used for an app,
please refer to documentation provided for this app.
3. Perform debugging with timed logging (Additional Wi-
Fi and SIP trace are disabled) during a certain time, for
example, log for 10 min.
1
Extract logs and send to the
Ascom R&D for analysis.
Event log (Log
viewer)
Not encrypted
Timed logging Encrypted
1. To get the most out of your log data, be sure to add some extra logging time (before and after) to log the problem.
5.5 Event Logs (Log Viewer)
The built-in Log viewer is a convenient tool for installers and first line support personnel to detect if the
system is not working correctly. With the Log viewer you can monitor the status of events on a higher level,
for example:
• Software upgrade status
• Ascom VoIP (SIP calls and status)
• Wi-Fi
• Location services
• Permissions
• Barcode scanner
It is also possible to trace events coming from third-party applications in case they use Ascom
support lib.
The data in the Log viewer is limited to a short status update and do not include the descriptive information,
so in situations where problems, such as software crashes, occur, the additional tools should be used to
capture the detailed logs. The Log viewer is a part of the standard handset functionality and does not
require any additional configuration.
Event logs in Log viewer are displayed in runtime, sorted by the newest at the top of the list.
To see all the latest logs, it might be necessary to refresh the page. To do this, tap Refresh in the
opened Log viewer.
Each log is designed to support the user with the event information described in Figure 5. Log viewer
overview, page 25:
24
TD 93297EN / 19 December 2019 / Ver. B
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