Contact Google support

When you report issues with Google meeting room 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. From the Admin console Home page, go to Devices and then Google meeting room hardware.

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

  3. Next to Logs and Reporting: Troubleshooting, make sure Allow users to manually report feedback to Google is set to Allow. 
  4. Reproduce the issue:
    1. For a Hangouts Meet hardware kit, on the top-right of the touchscreen, tap or click Feedback.
    2. For a Chromebox for meetings kit, on the bottom-left of the home screen, tap or click Feedback.
  5. Describe the issue and tap or click Submit.
  6. 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.

  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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