Collect Meet hardware system logs & contact support

When you report issues with Google Meet hardware, you might need to provide system logs from the devices that are having issues. 

Options for gathering logs

Submit feedback from devices when your technicians do not have access to the affected devices. Manually collect system logs when you need to gather full system logs or if it’s been a few hours since the issue occurred.

Option 1: Submit feedback from devices

If you submit feedback from a device, the feedback stores system logs for a short time.

1. Sign in to your Google Admin console.

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

2. Go to Menu  DevicesGoogle Meet hardwareDevices.
3. In the Devices panel, click Settings .
4. In the Data sharing panel, click Logs and feedback and check Let users send feedback to Google.
5. Reproduce the issue.
6. On the top-right of the touchscreen, tap or click feedback .
7. Describe the issue and tap or click Submit.

8. Before contacting Meet hardware support, gather the following information:

   • Date and time of the issue
   • Device serial number
   • Meeting ID (if issue occurs during video meeting)
9. Contact Google Workspace support.

Option 2: Manually collect system logs

Users can manually collect system logs by switching devices into Chrome OS mode.

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.
   Note: For Chrome OS version 85 and later, go to chrome://network#logs and then under Options, check the following:
   1. Include a policies.json file with policy configurations
   2. Include all log files collected by debugd as a separate archive
   3. Include Chrome log files in the archive
5. Choose an option:
   • Click Store System Logs
   • Click Store System and User Logs

   The file will be saved in the Downloads folder on the device

6. Before contacting Meet hardware support, gather this information:
   • The log file
   • Date and time of the issue
   • Device serial number
   • Meeting ID (if issue occurs during video meeting)
7. Follow the instructions in Contact Google Workspace support.

Support considerations for Logitech Swytch-enabled rooms

Before contacting Google Workspace support:

• Remove Swytch and restart the room system. If the problem persists, continue through the standard Google Workspace support process.
• Set Meet hardware peripherals as default devices in the Admin Console. Doing so ensures that using Meet activates the default peripherals. Follow the steps at Set a default peripheral.
• To help clearly identify Swytch-enabled rooms for booking and support purposes, add Meet hardware room kits connected to a Swytch device as a resource, using the Admin console. For details, go to Set up buildings, features & Calendar resources. 
• Contact Logitech for support related to Swytch.

Related topics

• Before you contact support: Gather key information
• Contact Meet hardware support

 

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