Logs

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Collecting AirWatch Services Logs (On-Premise)

AirWatch Enterprise Systems Connector (ESC) / Cloud Connector (ACC)

To verbose the ACC log, perform the following:

  • Open Windows Explorer on the ACC server, and browse to the C:\AirWatch\CloudConnector\folder
  • Note the presence of two folders: Bank1 and Bank2. Every time the Cloud Connector software is updated, the update is applied to the inactive bank folder. The updated bank folder then becomes the active bank folder.
  • Open each Bank folder and sort the file list by date modified. Compare the most recent date modified in each file. The current bank file has the most recent date modified.
  • Within the current bank folder (C:\AirWatch\CloudConnector\Bank#), open the CloudConnector.exe.config file and change the level value in the from error to verbose and save the file.
  • After reproducing the error, open Windows Explorer on the ACC server and browser to the C:\AirWatch\Logs directory. Copy the appropriate log to a new location for use in support/troubleshooting.
  • Be sure to change the loggingConfiguration level value from verbose to error and save the file to prevent unnecessary impact to the ACC server.

AirWatch API Services (API)

To verbose the API Service Log, perform the following:

  • On the server running API services, open Windows Explorer and browse to C:\AirWatch\AirWatch #.#\Websites\AirWatchApi. Note: You can determine the API server by browsing to Groups & Settings > All Settings > System > Advanced > Site URL’s.
  • Open the web.config file, and look for the loggingConfiguration key.
  • Change the value for level from error to verbose and save the web.config file.
  • Restart IIS services.
  • Reproduce your issue and then copy the log from C:\AirWatch\Logs\AirWatchAPI\webserviceapi.log.
  • Change the value for level from verbose back to error and save the web.config file.
  • Restart IIS Services.

AirWatch Cloud Messaging (AWCM)

To verbose the AWCM logs, please perform the following steps:

  1. Open the logback.xml file. The path to access the file:\AirWatch\AirWatch x.x\AWCM\config\logback.xml.
  2. Search for the following:
  3. Change the state from error to debug.
  4. Save the file and restart the AWCM services.
Note

Once the issue is reproduced, return logging level back to info and restart the AWCM services. Or the AWCM disk may overflow with logs.

Folder = AWCM Log name = Awcm.log Contains information on AWCM such as status, history, properties, and additional sub-services.

Log name = AWCMservice.log Contains log information on AWCM Java service wrapper.

ACC Logs

Use these steps below to verbose ACC logs:

  •  On the ACC server navigate to *\AirWatch\AirWatch #.#\CloudConnector\Bank#*

  •  #.# will be the AirWatch version you are using, if there are multiple choose the most recent.

  •  ACC utilizes two distinct banks: one active and one is used for installation of automatic updates. If you are unsure of which bank is active, make changes to the CloudConnector.exe.config file in each bank. If one bank is empty or does not have the file, it is not the active bank.

  •  Edit the CloudConnector.exe.config lines:

    • level = “Verbose”

    • tracingEnabled = “true”

      <loggingConfiguration filePath="..\..\Logs\CloudConnector\CloudConnector.log" tracingEnabled="true" level="Verbose" logFileRollSize="10240" maxArchivedFiles="20"/>

  •  Locate the log by looking at the filePath attribute from the line above. The path is included below as well \AirWatch\Logs\CloudConnector\CloudConnector.log

  • ACC doesn’t need to be restarted to pick up the logging level configuration change.

Console Services (CS)

To enable verbose logging for console and scheduler services, please perform the following steps:

  • Log in to the AirWatch console in question.
  • With the Global organization group selected, browse to Groups & Settings > All Settings > Admin > Diagnostics > Logging.
  • Change the logging level for the services in question to verbose and click Save.
    • Admin Console
    • Self-Service Portal
    • API
    • Scheduled Services (such as Inventory, Workflow, and Monitor services)
    • Reproduce your error, then open Windows Explorer and browser to C:\AirWatch\Logs_Service Folder_ and look for the latest log.
    • Change the Device Services logging level back to Error. This prevents logging from impacting system performance.

Device Services – Targeted

Depending on the version of AirWatch, it is possible to collect verbose logs for an individual device without having to verbose the logs for all devices. This is particularly helpful when troubleshooting a single device in a large production deployment. To do this, perform the following steps:

  • From within the AirWatch console device list view, click on your device to take you to the device details page.
  • Click More > Targeted Logging. If necessary, click the Continue Targeted Logging File Path to ensure the logging path is configured.
  • From the targeted logging page, click Create New Log and select the timeframe you want the logs to collect. Click Start.  At any point, you can click Stop Logging to stop log collection for the device (such as after you have reproduced the issue).
  • Once the tests are completed, go to the appropriate server and look for the TargetedLogging folder.
  • Inside the folder is a zip file with the current date and time. Unzip the file to view the files.

Device Services – General

When you wish to verbose device services logging for all devices, perform the following:

  • Log in to the AirWatch console in question.
  • With the Global organization group selected, browser to Groups & Settings > All Settings > Admin > Diagnostics > Logging.
  • Change the Device Services logging level to verbose and click Save.
  • Reproduce your error, then open Windows Explorer and browser to C:\AirWatch\Logs\DeviceServices\ and look for the latest log.
  • Change the Devices Services logging level back to Error. This prevents logging from impacting system performance.

SEG Console, Setup, and Integration Logs

To verbose the SEG logs for console/setup/integration, please perform the following steps:

  • Open Windows Explorer on the SEG server and browser to C:\AirWatch\Logs
  • Note the following Folders and change the appropriate config log level from error to verbose:
    • Services – Contains the AW.EAS.IntegrationService.log file which details communications between the AirWatch API server and SEG server. Note: This log is verbosed by changing the level value in the key of the AW.ES.IntegrationService.Exe.config file in the C:\AirWatch\AirWatch #.#\AW.Eas.IntegrationService folder.
    • SEG Setup – Contains the AW.EAS.Setup.log file which details activity related to the http://localhost/SEGSetup website. Note: This log is verbosed by changing the level value in the key of the web.config file in the C:\AirWatch\AirWatch #.#\AW.Eas.Setup folder.
    • SEG Console – Contains the AW.EAS.Web.log file which details activity related to the http://localhost/SEGConsole website. Note: This log is verbosed by changing the level value in the key of the web.config file in the C:\AirWatch\AirWatch #.#\AW.Eas.web folder.
    • Before reproducing your issue, making the necessary change to the LoggingConfiguration key for the service in question.
    • After reproducing the error, open Windows Explorer on the SEG server and browse to the appropriate subfolder in the C:\AirWatch\Logs\ directory. Copy the appropriate log to a new location for use in support/troubleshooting.
    • Be sure to change the loggingConfiguration level value (currently verbose) in the appropriate configuration file back to error to prevent unnecessary impact to the SEG server.

SEG Exchange ActiveSync (EAS) Listener Logs

To verbose the SEG EAS Listener logs, please perform the following steps:

  • On the SEG server, open an Internet browser and navigate to http://localhost/SEGSetup
  • In the “Log Level” drop down, select verbose and click Save. Note: This changes the level value in the key of the web.config file in the C:\AirWatch\AirWatch #.#\AW.Eas.Web.Listener folder.
  • Copy the AW.Eas.Web.Listener.log to a new location for use in support/troubleshooting.
  • In your Internet browser, change the “Log Level” drop down back to error and click Save.

FTP Relay Server (Rugged Management)

Logging for the relay server is saved in the following location:

  • Browse to the C:\AirWatch\Logs\Service folder.
  • The logging for the Relay Server is saved in the ContentDeliveryService.log file.

Collecting logs from the Admin Console

If you do not have immediate access to the on-premise servers to access the logs, you can retrieve SEG/ACC logs directly from the console from the following page:

  • Navigate to System > Admin > Diagnostics > System Health. Click on the installed service you wish to pull the logs from.
  • In the pop-up box now displayed, click on the “Acquire Logs,” for the required service, from the four-button menu on the right.
  • Now the “Download” button is activated and you can click on it to download and view logs remotely.

Note: The System Health dashboard will be populated only if you have any of the services (ACC/SEG) already installed and running.

EMail Notification Service (ENS)

ENSv2 is a Windows Service ‘AWSubscription’.  Like other AirWatch services, relevant logs can be found in the path {Installation Path}/Logs, and the logging level can be configured by editing parameters to traceEnabled=“true” Level=“Verbose” in the app config ({Installation Path}\Config\WebSites\Web.config) file located in the installation folder

ENSv2 Errors are in ENS.log and ReSubscriptionMechanism.log

Note

The service must be restarted for logging changes to take effect.

When set to verbose, you will be able to identify log messages pertaining to both new subscriptions being created, as well as any device compliance state-changes being identified.  For example, if a device becomes compromised and is then marked as non-compliant.  In the logs, a message indicating that a device’s access state is True indicates that the device is allowed, whereas False means the device is blocked.