How to Capture Server & Device logs from SOTI Xsight

This is useful in situations when customers have come forward with a related SOTI XSight issue, such as installation failure, a remote control or analytical data issue that requires further troubleshooting on the device and server end to diagnose the issue. 

This applies to all versions of SOTI XSight.

The following logs can be reviewed when troubleshooting SOTI XSight issues:

• Installation Logs
• Server Logs
• Device Logs

Reviewing Installation Logs: 

If SOTI XSight fails during installation, we can call the installation file to provide us with logs for further troubleshooting by using the following script: 

msiexec.exe /i "C:\SetupSOTIXSight-4.0.0.500.msi" /l*v "C:\SetupSOTIXSight.log

NOTE : Update the path to the installer with full file name. Above mentioned path : C:\SetupSOTIXSight-4.0.0.500.msi is for example only.

Do not run this command without checking or editing the path of the installer.

This script will call the installer to record logs to the specified folder and file name for further analysis. 

Reviewing Server Logs:

The SOTI XSight server log files are in the SOTI XSight Administration Utility. Additionally, we can change the log settings to Verbose prior to reproducing the issue for further information regarding debug logs.

Note: Switch the logging back to 'Error' or 'Info' post log collection.

As an alternative, direct access to the logs can be found in the following file path: C:\ProgramData\SOTI\XSight\Logs.

Reviewing Device Logs:

On the XSight agent, press and hold on the agent version three times in succession to bring up the event log menu.

Note: The main log and device info menu will appear on the screen, allowing you to save the logs locally on the device or send the logs over to SOTI's FTP server. 

Alternatively, the following intent action can be used to automate the device to send the debug report to SOTI's FTP server. 

sendintent -b "intent://net.soti.xsight#Intent;action=send_debug_report;component=net.soti.xsight/.receivers.ServiceCommandReceiver;end"