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Upload and email logs

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If you experience a problem in the Company Portal or Microsoft Intune app, you can email the details of the problem to your company support person. These details will give them more context about the problem.

The actual error details are kept on your device in a special document called a diagnostic log. When you upload the logs to the Company Portal or Microsoft Intune app, they're first sent to the Microsoft developers that work on the app. They use the logs to improve the app's functionality and prevent future errors. An incident ID for your specific error is then provided to you to share with your company support person, for use in Microsoft Support cases.

This article describes how to send app logs from the Company Portal and Microsoft Intune apps, and how to access the logs in your work profile.

Note

To make it easier for your company support to find the cause of the problem, turn on verbose logging in Company Portal. If you're using the Microsoft Intune app, set the Log detail level to Verbose. Verbose logging records all details about an error and includes these details in the report. Find out how to turn on verbose logging here.

If you are using a Sovereign cloud environment, the send logs functionality in the Company Portal will not be available to you. You must send logs via email.

Send logs from Company Portal

  1. In the Company Portal app, there are two ways to initiate email support.

    • From the home screen: Tap Menu > Help > Email Support.
    • From an error message: Tap HELP or SEND INFO, if available.

    Note

    Menu could be a software button or a hardware button, depending on which Android device you have.

  2. Tap Send Email & Upload Logs.

  3. After the upload is complete, tap your email app.

  4. An email message will open with the incident ID pre-populated in the subject field. In the body of the email, describe the problem that you came across.

Send logs from Microsoft Intune app

  1. In the Microsoft Intune app, there are two ways to initiate email support.

    • From the home screen: Tap Menu > Help > Get Support.
    • From an error message: Tap HELP or SEND INFO, if available.

    Note

    Menu could be a software button or a hardware button, depending on which Android device you have.

  2. Tap UPLOAD LOGS.

  3. After the upload is complete, tap EMAIL and select your email app.

  4. An email message will open with the incident ID pre-populated in the subject field. In the body of the email, describe the problem that you came across.

Save logs to share with your support person

To save the Company Portal logs so you can share them with your support person, you must have a file viewing app. If you are on a device with a work profile, you will need a file viewing app in the work profile.

  1. Go to your work profile and open Company Portal.
  2. Tap Settings.
  3. Tap SAVE LOGS.
    You will be prompted to choose the location where you want to save the logs.
  4. Share the logs from your chosen location with your support person as needed.

Next steps

Still need help? Contact your IT support person. For contact information, check the Company Portal website.