Get device logs for support issues

When you contact G Suite support and report issues with your Jamboard, support might ask you for system logs from the devices you’re having issues with. Follow these instructions to collect and send logs to support.

Option 1: Submit feedback on Jamboard

This is the most common way of gathering logs from a Jamboard. You can send feedback from the Jamboard kiosk and Jamboard app. The feedback will contain about 23 days of event and system logs.

  1. Reproduce the issue.
  2. On the Jamboard kiosk, tap Menu Menuand thenFeedback Feedback.
  3. In the text field for feedback, enter the case number.
  4. Check the box to Include screenshot and logs.
  5. Describe the issue and tap Submit.
  6. Contact Google support and provide:

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

Option 2: Get logs from the Admin console

Use this option to collect real-time and historical logs on Jamboard hardware. You can share the logs with support while you reproduce a problem.

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Device Management and then Jamboard devices.

    To see Device Management, you might have to click More controls at the bottom.

    Some features may require having the Jamboard Management privilege.

  3. In the device panel, select the device from which to collect logs.
  4. In the device details view, under Device Settings, hover over Send Log Data to Google, and the edit option displays.
  5. Click Edit to enable Cloud log.

Option 3: Save logs to a USB flash drive

Use the bug report to capture more logs from a Jamboard than what is reported in cloud logs.

Get the device admin password:

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Device Management and then Jamboard devices.

    To see Device Management, you might have to click More controls at the bottom.

    Some features may require having the Jamboard Management privilege.

  3. Click a Jamboard.
  4. Under device information, copy the Admin tool password.

Save logs to a USB flash drive:

  1. Obtain a USB flash drive (formatted as FAT/MSDOS).
  2. At the Jamboard, tap Menu Menu > Settings  > About Jamboard.
  3. Tap Build Number 7 times.
  4. Select Capture Logs.
  5. Enter the Admin tool password listed under Device information. 
  6. Insert the USB drive in the board and wait for the logs to finish uploading. 
  7. Upload the logs to Drive and share as needed.
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