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Retrieving log files from the Device Manager

  • Updated

In this article, you will learn how to retrieve log files from the Device Manager, either directly from the software or from the local installation folder on the host computer.

Contents

Fast lane

  1. Go to Settings / Access Control / Device Manager.
  2. Open the context menu of the Device Manager you want logs from and click Logging.
  3. Select a date range (default: Last 30 days) and click Request log files.
  4. Wait for the browser download of the .zip file to start.

Prerequisites

  • Permission: Settings / Access control / Configure device manager
  • The Device Manager must be in status online. Log files cannot be requested from an offline Device Manager.

Requesting log files from the software

Use this method when the Device Manager is online and reachable from the software. The resulting .zip file is delivered as a browser download and contains the same data as the local folder.

  1. Go to Settings / Access Control / Device Manager.
  2. Open the context menu of the Device Manager you want logs from.
  3. Click Logging. A dialog opens.
  4. Select a date range. The default preset is Last 30 days.
  5. Optional: enable Include event logs to add event logs to the export.
  6. Click Request log files.
  7. After some time, a browser download starts with a .zip file containing the requested logs.

Collecting log files from the local folder

Use this method when the Device Manager is offline, the log request from the software fails, or you have direct access to the host computer.

  1. On the computer where the Device Manager software is installed, open the folder C:\ProgramData\Sport Alliance GmbH.
  2. Select all sub-folders and compress them into a single .zip file.
  3. Send the resulting .zip file to the recipient (for example, to support).

Pitfalls

  • Device Manager offline: The software shows "A log file can only be requested by a device manager that is in online. This device manager is offline." Use the local-folder method instead.
  • Timeframe too large: The software shows "The log files exceed the maximum allowed file size. Please try to select a shorter timeframe and try again." Reduce the date range and retry.
  • No logs in the timeframe: The software shows "No log files found for the given timeframe." Widen the date range and retry.
  • Request failed: The software shows "The log request failed." Retry, and if the issue persists, fall back to the local-folder method.

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