Client and Event Viewer Logs are required for any ticket/request for Motorola Support in order to diagnose and assist with any reported issues not able to be resolved by the customers Records Admin.  Additionally, should a reported issue/ticket need to be escalated to engineering or development both client and event logs are integral for that process as well.

Any PremierOne Records end user client machine

Follow the steps below to retrieve logs from an end users machine.

CLIENT LOG FILES:

Desktop Client – SmartClient (One-Click Install)

While PremierOne Records is launched and user with issue is logged into machine:

1. Right Click on the taskbar
2. Select “Task Manager” (Win10+) or “Start Task Manager”(Win7)
3. Find “SmartClient” (Win10+) or “Motorola.SmartClient.exe” (Win7) in the Processes menu.
4. Right Click on the highlighted SmartClient/Motorola.SmartClient.exe and click on “Open File Location”

5. Find “Logs” folder and Open.
6. Locate the clientLog with the most recent date OR the date issue occurred  (If you are unsure which one you need you can open them and locate entries with the specific date issue occurred or just copy all logs available from the folder)

7. Right Click on the clientLog you wish to retrieve and Select Copy (DO NOT MOVE, CUT OR DELETE FROM THIS LOCATION)
8. Paste the clientLog onto the desktop of the PC.
9. Attach to an Email and Send to yourself with all additional required PC information (Synopsis of issue, Date/Time Occurrence, Operating System, computer #, Connectivity Related issues, Event Logs, etc.)
10. Remove/delete clientLog from desktop after you have confirmed you received the email.

Mobile – HA Client (MDT’s)

1. Navigate to:  “C:\ProgramFiles(x86)\Motorola\SmartClient\Logs” folder
2. Locate the clientLog with the most recent date OR the date issue occurred  (If you are unsure which one you need you can open them and locate entries with the specific date issue occurred or just copy all logs available from the folder)

3. Right Click on the clientLog you wish to retrieve and Select Copy (DO NOT MOVE, CUT OR DELETE FROM THIS LOCATION)
4. Paste the clientLog onto the desktop of the PC.
5. Attach to email and send to yourself with all additional required PC information (Synopsis of issue, Date/Time Occurrence, Operating System, computer #, Connectivity Related issues, Event Logs, etc.)
6. Remove/delete clientLog from desktop after you have confirmed you received the email.

EVENT LOGS (APPLICATION AND SYSTEM):

1. Use the Windows Search to search for “Event Viewer”
2. Launch the Event Viewer Application
3. Expand the Windows Logs menu, to view Application and System

4. Click on Application, and locate (date/timeframe) and highlight the events just prior to and after the user experienced the reported issues that correlate with the clientLogs. 

NOTE:  You will only be able to Save and Email event groups of 256 or less.

5. Right click on the highlighted events and select “Save Selected Events…”
6. Save Event Application Logs to desktop (to email to yourself), making sure to include the computer number in the file name (as a reference if needed):

***Note – When saving Event Logs, always select the radio button for “Display information for these languages”, otherwise we won’t be able to actually view them when we open the file***

7. Complete Steps 4 through Step 6 for the System Logs as well.
8. Attach to email and send to yourself with all additional required PC information (Synopsis of issue, Date/Time Occurrence, Operating System, computer #, Connectivity Related issues, clientLogs, etc.)
9. Remove/delete Event Logs from desktop after you have confirmed you received the email and send logs to Motorola PremierOne RMS Support technician.