Gather device logs for Google support

When you contact Google support and report issues with Google meeting room hardware, you might be asked to provide system logs from the devices that are having issues. How you collect the logs depends on whether your technicians have access to the device and how long its been since the issue.

Options for gathering logs

Option 1: Submit feedback from a device

This option is recommended when your technicians do not have access to the affected device(s).

If you submit feedback from a device, the feedback contains system logs for a short period of time. Make sure your setting to Allow users to manually report feedback to Google is set to Allow. To check this setting, login to your Admin console and navigate to Device management and then Google meeting room hardware and then Settings and policies.

  1. Reproduce the issue.
  2. For a Hangouts Meet hardware kit, on the top-right of the touchscreen, tap or click Feedback.
  3. For a Chromebox for meetings kit, on the bottom-left of the home screen, tap or click Feedback.
  4. Describe the issue and tap or click Submit.
  5. Contact Google support and provide:

    • Date and time of the issue
    • Device serial number
    • Meeting ID (if issue occurs during video meeting)

Option 2: Manually collect system logs

Users can manually collect system logs by switching devices into Chrome OS mode. This option is recommended when you need to gather full system logs or if it’s been a few hours since the issue occurred. 

  1. Reproduce the issue.
  2. Restart the device.
  3. Press Ctrl+Alt+S to switch to Chrome OS mode.
  4. Go to chrome://net-internals/#chromeos.
  5. Click Store Debug Logs. The file will be saved in the Downloads folder on the device.
  6. Contact Google support and provide:

    • The log file
    • Date and time of the issue
    • Device serial number
    • Meeting ID (if issue occurs during video meeting)

 

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