Introduction
The Logs feature in HP Workforce Experience Platform (WXP) provides a quick view to analyze the various logs produced on your device fleet. The logs are useful in monitoring and troubleshooting error conditions.
The logs are categorized as follows:
Errors: Indicates issues, such as device enrollment failures, errors while exporting device details, processing device warranties, adding users, or installing applications.
Warnings: Indicates potential issues, such as antivirus being disabled, upcoming warranty expiration, secure boot being disabled, company PIN expiration, or subscription expiration.
Information: Indicates successful actions, such as device enrollment, user addition, firewall enablement, and application installation.
This article explains how to remotely collect client logs from devices enrolled in the platform, there by streamlining the support process and reducing customer involvement.
Client Log Collection
After reporting an issue, customers wait for a fix while support agents initiate log collection directly from the portal. Developers access logs immediately upon bug assignment. Follow these steps to collect client logs:
How to Collect a Client Log
Log in to WXP. The Home page is displayed.
From the left menu of WXP, click Settings > Preferences. The Preferences tab is displayed.
On the Preferences tab, scroll to the Data Collection section and ensure the Device Logs is Enabled.
Click Devices in the navigation pane on the left
Click on the Serial Number of a device
Click on the Health and Protection tab
Scroll down to the Logs section
Click Collect New Logs in the Logs section or from the More dropdown list to collect the logs from a device.A dialog box with three options is displayed:
All logs
Logs for a specific date range
Custom days
Choose an option and click Collect
A notification box will appear in the lower right-hand corner, and a red dot will appear by the Notifications icon in the upper right-hand corner of the screen
Click on the Notifications icon to verify the logs were collected
Download the logs, which can be done in multiple ways:
Click More in the upper right-hand corner of the page:
Click the three dots (ellipsis icon)
Click Download Logs
Click the download icon on the right side of the Logs box under the Health and Protection tab Note: The time and date of the log collection will be displayed. Open the email sent to your email account and click Download
Click the three dots again and then click Open Logs, which will open up a page in the platform
Gathering the Windows Application Logs
To troubleshoot device enrollment or connectivity problems with the Windows Application, send the HP report logs to one's HP Service Expert or Business Partner.
To collect the HP report logs:
On a device with the Windows Application installed, launch an Administrator command prompt and navigate to
C:\Program Files (x86)\Hewlett-Packard\HP Touchpoint Manager\ToolsRun the HP report tool with the following command:
hpreport /getAfter the tool runs, the tool will place a .zip file in the C:\ root directory with a filename like “HPREPORT-########-######.ZIP”
Send this .zip file to one's HP Service Expert of Business Partner for further troubleshooting.
Contact Us
For any assistance, create a support case or email support@wxp.hp.com.