How to Collect SDP Client Logs

Overview

Oftentimes Cato Support needs to inspect SDP user logs for analysis. In the following article, log collecting for the Support Team is demonstrated. 

From Client v5.5 and higher, the Client Self Service tool records data on the device while the SDP user replicates the issue. We recommend using the Client Self Service tool to collect Client Logs. For more information, see Recording Issues Using the SDP Client.

 

Instructions

Below are the two ways to collect logs from an SDP user:

1. Contact Support Button

  • The Contact Support policy must be configured previously via CMA. For more information see: Configuring the Contact Support Policy

  • The Contact Support feature allows customers to configure how end-users will reach out in case of issues with their Cato Client. This feature solves the need for the user to download the file locally and then upload it to a ticket.
  • The Contact Support button as seen from the Client:

Windows

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iOS

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Android

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Linux

In the terminal, run the command cato-sdp support.

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  • After clicking Contact Support, select 'Send Logs to Support' and copy the Internal Reference ID. 
  • The Cato Support Team will use the reference ID from the end user to retrieve the logs in the backend.

Windows

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iOS

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Android

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2. Log Collector

The Contact Log Collector feature allows users to download the log files locally and upload them to a Support ticket

 

Windows SDP Client

  • To collect logs on Windows, the user should press the Windows 'start' button and search for "Cato Log Collector" and send the generated file to Support.

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macOS SDP Client

  • On macOS, the user can download the logs directly from the client settings:

 

Linux SDP Client

  • On Linux,
    • Terminal: the log files are saved under ~/.cato/support
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    • GUI: Open the file folder, navigate to Home. Then press Ctrl+H to reveal the hidden folders. You should now see the '.cato' folder. 
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      Inside the '.cato' folder, navigate to the "support" subfolder and you will find the generated log files.
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Android SDP Client

  • On the Android SDP Client, go to Menu > Contact Support > Send logs to admin. You'll have the option to send the log file via email or other methods.

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iOS SDP Client

  • On the iOS SDP Client, go to the Menu > Settings > Download logs. You'll have the option to send the log file via email or other methods.

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