How to generate the SecureHub device-side logs and setup the correct debug level on them

Instructions

To obtain Secure Mail Logs do the following:

1. Go to Secure Hub > Help > Report Issue.

2. Select Secure Mail from the list of apps.

   • An email addressed to your organization help desk opens.

3. Change log settings only if your support team has instructed you to do so. Always confirm the settings are properly set.

4. Go back to Secure Mail and reproduce the issue. Note the time when the issue started to be reproduced, and the time when the issue happens or error message is displayed.

5. Go back to Secure Hub > Help > Report Issue.

6. Select Secure Mail from the list of apps.

   • An email addressed to your organization help desk opens.

7. Fill in the subject line and body with a few words describing your issue. Include the timestamps gathered in step 4.

8. Click Send.

   • The completed message opens with zipped log files attached.

9. Click Send again.

   • The zip files sent include the following logs:

     • CtxLog_AppInfo.txt (iOS), Device_And_AppInfo.txt (Android), logx.txt, and WH_logx.txt (Windows Phone)

   • App info logs include information about the device and app