Frequently Asked Question

To ensure the integrity of the logs, please keep the following in mind:

1. Avoid doing a "Factory Reset" before collecting the logs.
2. Make sure the device's time settings are correct (a lack of internet can cause the time to go out of sync).
3. Press and hold the Power button for 20 seconds to restart the device, which helps clear out old logs.

By USB Cable:

1. Please noted the partition for system log has limitation. Make sure the issue had reproduced within 3 days.
2. Connect Device with PC by USB cable. Popup a dialog on the screen. Please choose "File Transfer" on screen.

3. Copy the log folder under location: \Device Name\Internal storage\qcom

4. Please copy all of files and folder from the directory. Please send logs files and mention the time and date when problem was happened to CipherLab Technical Service Center.

By LogGen

1.Open LogGen application

2.Select "FTP Options"

3.Type this information

URL:ftp-service.cipherlab.com

Port:21

User:support

Password:cipherlab

4. Selcet "Compressed into zip"

5.After the success message pops up, please let us know the time you uploaded the file to ensure that it has been successfully received

By ReMoCloud:

1.Select "Device"

2.Please select the profile for the issued device

3. Tap "Device logs"

4. Select "Get Latest Logs"

5. The screen will first display "Getting Log" in red

6. Until we see the pop-up message.

7.1 Click the file name to download the logs, and they will be downloaded automatically

7.2 Click 'Report' to send the logs to CipherLab 

(please let us know the time of transmission)."