Introduction
The Logs feature of 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: These logs relate to issues such as device enrollment failures, errors while exporting device details, processing device warranties, adding users, or installing applications.
Warnings: These indicate potential issues, such as antivirus being disabled, upcoming warranty expiration, secure boot being disabled, company PIN expiration, or subscription expiration.
Information: These logs capture successful actions like device enrollment, user addition, firewall enablement, and application installation.
This article explains how to remotely collect client logs from devices enrolled in the platform, streamlining the support process by minimizing 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 the Collect New Logs button in the Logs section or from the More dropdown list to collect the logs from a device
A dialog box with three options will pop up:
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 a few ways:
Click More in the upper right-hand corner of the screen
Then click the three dots
Then 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\Tools
Run the HP report tool with the following command: hpreport /get
After 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