Troubleshooting Logs

Log App Events

Supported in:

This setting is for generating logs if you are experiencing a problem with Kiosk Pro. These logs contain information that is helpful to Kiosk Pro’s support team when helping you troubleshoot the issue.

To generate logs of the problem, enable this setting then run the kiosk presentation and replicate the problem.

These log files will be stored locally in the Kiosk Pro documents folder and must be manually retrieved at this point. They'll also continue to log over time if the setting is not turned off (which could theoretically result in a very large text file) so you will only want to use this feature for short-term troubleshooting (and not as a continuously running feature).

More information about transferring files from your iPad is available here.

Log Remote Management Server Events & Communications

Supported in:

This setting is for generating logs about how Kiosk Pro communicates with the Remote Management Server.

Important: Do not enable these settings unless instructed by Kiosk Pro’s support team.

Troubleshooting Assistant

Supported in:

This setting allows you to create a bundle of information from your iPad to help us to troubleshoot problems with Kiosk Pro. The bundle can be emailed directly to us, sent to another device using AirDrop, or transferred to your computer (if using a paid version that supports local storage). You can delete all current logs by tapping "Clear All Logs" at the bottom of the screen.

The following information will be sent to us:

• iPad model
• iOS/iPadOS version
• Kiosk Pro version
• a summary of your Kiosk Pro settings
• any client.log files saved while ‘Log App Events’ is enabled in the Kiosk Pro ‘Advanced Settings’ menu

After capturing logs, you can save the logs locally on the device by tapping "Save Info" and then transfer them to your computer using iTunes. Steps for transferring the files are available here.

If you have a Mail account set up on the iPad, you can also choose to email them by tapping "Send Info". Steps for setting up a Mail account are available here. If you have not already contacted our support team regarding the issue, please include a clear description of the issue you are experiencing in the body of the email including the steps required to replicate the problem.

If you think a screenshot will be helpful to us (if, for example, you are experiencing a problem with page layout or rendering), you can take one by pressing the Home button and Power/Lock button at the same time. If you are working with an iPad that does not have a Home button, press the Volume Up button and Power/Lock button at the same time.  In either case, the screen will briefly flash white to indicate that a screenshot has been taken and the screenshot will be saved automatically in the Photos app. You can include photos by holding your finger down in the email body for a second, then lifting up and choosing ‘Insert Photo or Video’.