Troubleshooting issues with incomplete information can be difficult. Console logs provide Product Support with a full picture of an issue. When problems occur, these logs provide visibility into the actions and events of a user on Genesys Cloud. 

As an administrator, apart from requesting that users manually gather console logs, you can enable automatic Scheduled log capturing for specific users in Genesys Cloud for 24 hours. When enabled, you can inspect or download the available console logs in the Log Capture page. These tasks are further elaborated in the procedures that follow.

Users can also directly send their last 5 minutes of console logs for their administrators to review. For more information, see Send On Demand capture logs to administrators. This method of log capture does not work with embedded clients, or if the user clears their browser cache before submitting logs.

Capture Method column

The Capture Method column in the Log Capture page indicates the method used to capture the log. When an administrator enables the logs on the Log Capture page or the People page, the Capture Method column displays the value Scheduled. Whereas when users send the logs using the Log Capture option on the Activity view or the Send Logs Now option on the Log Capture tab of the Help panel, the Capture Method column displays the value On Demand.

Enable Scheduled log capturing on the Log Capture page

1. Click Menu > IT and Integrations > Log Capture.
2. In the Search for a User box, type one or more characters to begin the search. The characters are not case-sensitive. As you type a user name or user’s email, the names that match your criteria appear in the list.
3. On the pop-up autosuggest list, click Enable against the relevant user’s name. The console logs for the user appear on the Log Capture page for 10 days until automatic deletion. The log capturing is active for 24 hours and indicated as Active in the Capturing Status column. The Active status does not indicate that logs for the user are gathered yet. 

Stop Scheduled log capturing on the Log Capture page

1. Click Menu > IT and Integrations > Log Capture.
2. To stop the log capture, perform one of the following steps.
   • In the Log Capture list, for a user record that has an Active capturing status, click the Options menu and then click Stop logging.
   • In the Search for a User box, type one or more characters to begin the search. The characters are not case-sensitive. As you type a user name or user’s email, the names that match your criteria appear in the list. On the pop-up autosuggest list, click Disable against the relevant user’s name.

Enable Scheduled log capturing on the People page

1. Click Menu > User Management > Users.
2. Navigate to the user that you want to modify.
3. Click More . 
4. From the menu that appears, click Set Log Capture. The console log for the user appears on the Log Capture page. To view the Log Capture page, click Menu > IT and Integrations > Log Capture.

Stop Scheduled log capturing on the People page

1. Click Menu > User Management > Users.
2. Navigate to the user that you want to modify.
3. Click More . 
4. From the menu that appears, click Set Log Capture.
5. In the Log Capture panel that appears, click Stop Logging.

View capturing details

1. Click Menu > IT and Integrations > Log Capture.
2. In the Log Capture list, for any user record, click the View Capturing Details. The user’s logs page opens for troubleshooting.
   • To filter by date range, select the dates from the calendars.
   • To filter by time duration, select or type the start time or end time.
   • In the Filter entries box, type one or more characters to begin the search. The characters are not case-sensitive. As you type, the log entries that contain that text are displayed.
   • To exclude the view of an entry type in the logs, clear the Debug, Info, Log, Warn, or Error check box, as needed.
   • To refresh the logs, click the Refresh icon.

Download logs

1. Click Menu > IT and Integrations > Log Capture.
2. In the Log Capture list, on the user record for which you want to download logs, perform one of the following steps:
   • Click the Options menu and then click Download logs.
   • Click View Capturing details and at the lower right corner of the user’s logs page, click Download.
     Note: The Download option is displayed on the user’s logs page only when there are logs available.

You can upload the downloaded file to the Support ticket along with any other requested info. Use Our Product Support Communications Portal to open and manage your support cases.