How To
Summary
MaaS360 for Android offers several easy to use log collection features. If Secure Mail is set up, you can conveniently use it to send logs to your preferred email address.
Activate any additional options requested by the Support Team and notate the time when you reproduce the issue. Do these steps before you gather any logs.
Steps
- Gathering Logs by using MaaS360 on the device (MaaS360 Logs or Bug Report)
- Downloading Logs from the MaaS360 Portal (MaaS360 Logs or Bug Report)
- Using Android SDK Platform-Tools (adb) to gather a Bug Report
Gathering Logs by using MaaS360 on the device:
- Enable debug logging - Go to the MaaS360 App> Settings> My Device> Tap App Version 10 times. You then see the following message: "Debug mode enabled.
- Reproduce the issue
- Go back to MaaS360 Settings > My Device > Tap the 3 buttons in the upper right corner > Click Send Logs.
- Describe the issue and click Send Logs when ready. Optionally, you can Attach a Screen Recording or collect a Bug Report.
Bug Report: Allow ~5 minutes for the Bug Report to Complete. Users must click the initial 'Share Bug Report' 'notification shown. Otherwise, the Bug Report might not send correctly.
- Send the logs to yourself using email (End Users send the logs to their MaaS360 administrator)
- Disable debug logging - Go to MaaS360 App> Settings> My Device> Tap App Version 10 times. You then see the following message.
Downloading Logs from MaaS360 Portal
You must allow 'Collection of Diagnostic Logs' within your Workplace Persona policy before you can use MaaS360 to upload and download logs. Security > Policies > WorkPlace Persona Policy > Workplace > Security > Allow Collection of Diagnostic Logs
1. Locate the device in MaaS360 portal > Devices > Inventory, click view, then go to More (top right) > Enable Debug Mode
2. Monitor the command in Summary > History view. Once it's completed, go to the next step.
3. Select More > Upload Logs.
4. Monitor the command in History view. Once it's completed, update the support and support can download the logs from the portal (please note customer can't see the logs).
5. For Bug Reports, run Gather Bug report command from More menu:
6. Then the user receives a notification that the process started. Users must click the initial notification shown. Otherwise, the Bug Report upload might fail.
7. Check the Device's History in MaaS360 for the status on the upload. Once complete, support can go to Summary > Device Logs to retrieve the file. The file is encrypted. Use your Account Number to unlock the file.
Using Android SDK Platform-Tools (adb) to gather a Bug Report
You must enable Developer Options on the Device and within your Policy before you can use Android SDK Platform-Tools to capture logs.
Security > Policies > Android MDM Policy > Android Enterprise Settings > Security....
Allow Installation of Non-Google Play Applications
Allow USB File Transfer
Allow USB Debugging
- Enable Developer Options and then USB Debugging on the device once you allow it within your Policy.
- Connect the Device to your computer. Follow the prompts to Allow access.
Note: If this prompt is not seen or Deny is selected, users must 'Revoke USB Debugging Authorization' to try again.
- Download the latest version of Android SDK Platform-Tools.
- Launch Command Prompt or Terminal on your Device and change your working directory to Platform-Tools
- Command adb devices can be used to verify connection
....and
Command adb bugreport can be used to start the Bug Report capture.
- Unless a directory is specified, the logs file saves to the Platform-Tools directory. Example: adb bugreport 'path_to_directory'
Document Location
Worldwide
[{"Business Unit":{"code":"BU048","label":"IBM Software"},"Product":{"code":"SSYSXX","label":"IBM MaaS360"},"Component":"MaaS360 android device","Platform":[{"code":"PF003","label":"Android"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB77","label":"Automation Platform"}}]
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Document Information
Modified date:
29 September 2025
UID
ibm10870880