When something isn’t working as expected on your device, ManageXR Support may ask you to collect and share logs. Logs record important technical details about what the device was doing right before, during, and after a problem. By reviewing these logs, our engineers can pinpoint the root cause of an issue.
What are the three main log types and how would I use them?
Log Type | What It Is | What It Contains | Best Used When | Notes |
ManageXR Logs | Internal ManageXR debug logs stored on the device | Detailed ManageXR-specific diagnostic and debug information | The issue is believed to be caused by ManageXR and can be clearly reproduced. | Logs rotate and may be short-lived. |
ADB BugReport | An ADB (Android Debug Bridge) BugReport is a full system diagnostic package generated by the device. | Recent crashes, “application not responding” errors, memory dumps, and system diagnostics.
| The issue is unclear, difficult to reproduce, or appears system-level. | Very large files. Limited control over exact timing. Best for broad investigations. |
Logcat | Logcat (short for Log Collector) is Android’s live system log.
| Real-time system warnings and errors from the OS, firmware, and apps. Limited ManageXR logs.
| The issue is reproducible. Typically used when investigating firmware, OS, or app crashes. | Noisy and large. Does not include full ManageXR debug logs. You choose when to begin and end logging. |
How do I know which log type to pull?
ManageXR Logs
If a ManageXR feature is not behaving as expected, pull ManageXR Logs because they contain detailed, ManageXR-specific diagnostic information that helps our engineers troubleshoot platform-related issues more quickly. If the information we're looking for isn't in the ManageXR logs, we may ask for an ADB BugReport or Logcat files.
ADB BugReport
If the issue is not found in the ManageXR logs, ManageXR support may ask for an ADB BugReport because it captures a comprehensive snapshot of the device’s system state, recent crashes, and diagnostics, making it ideal for broad or unclear issues. Best used when the issue is not believe to be caused by ManageXR.
Logcat
If the device is crashing, freezing, or behaving unpredictably, we may ask you to collect a Logcat file because it records real-time system and app activity while the issue is occurring, which helps identify repeatable OS, firmware, or app-level problems.
How do I pull ManageXR logs from a device using the ManageXR Device Setup Tool (DST)?
Accessing the ManageXR files on a device requires a specialized tool separate from the ManageXR Debug Tool, called the Device Setup Tool. To access a device's ManageXR logs:
Download the ManageXR Device Setup Tool
Launch the Device Setup Tool and log in
Connect your device to your computer
Click the 3-dot button to open the other actions available. Click Pull ManageXR Logs
The text output at the bottom of the Device Setup Tool will print out where the device logs were saved on your computer. Navigate to that location in your file system to find the log.txt files on your computer. This location can be difficult to find on Mac Devices. Here's a video to help you locate them.
Method 2: Reach out to ManageXR support
ManageXR can pull logs remotely upon request. This requires the device to be able to access a network. You can either email support@managexr.com with your request, or use the chat bubble in the bottom right of your screen while logged in. Once requested, the next time the device comes online we will receive the logs.
What do I use to collect ADB BugReport and Logcat files?
We have a handy tool that allows you to quickly generate and collect logs called the ManageXR Debug Tool. To get started:
Plug your device into a computer
Launch the ManageXR debug tool
In the ManageXR Debug Tool, click on the blue Add button and select your device in the popup.
Accept the USB debugging prompt in-headset to allow your computer to connect with the device.
Press Connect. If you’re having issues connecting your device, follow these steps.
How do I generate an ADB BugReport using the ManageXR Debug Tool?
Steps:
Click Bug Report
Generate Zipped BugReport
This will download a file called `bugreport.zip` to your computer. Save the folder, and add the serial number of the device to the name of the folder. Please provide a ballpark date/time stamp including time zone when the issue occurred. You can then send this file to the ManageXR support team for analysis.
How do I generate and pull Logcat files using the ManageXR Debug Tool?
Steps:
Once the device is paired, click Logcat in the left menu bar
Press Start to run the Logcat file
After pressing the start button, try to recreate the bug in the headset
When you recreated the bug, press Stop to end the running Logcat file. Then, press Save to export the Logcat file
Check your Downloads folder to find the Logcat file
Send the Logcat file to the ManageXR support team along with the serial number of the device.
What do I send to ManageXR Support once I've gathered logs?
When you contact ManageXR Support, please include all of the information in our How to Submit an Effective Support ticket document. Providing all of this information up front helps our engineers correlate the logs with the issue and reduces the need for follow-up questions.