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Send kiosk logs to Proxyclick Support

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If you are running Proxyclick Visitor Management app v. 3.5.1 or later, you can follow this process to send logs to our support teams.

Requirements

  1. The kiosk must be running the latest version of Proxyclick

  2. Admin access to Dashboard settings

Improved logging actions with v. 3.5.1

If you are running an older version, please visit this article to find out how to enable and send logs.

Your kiosk is now always logging activity and storing locally in your device; all information is encrypted to protect your data. The logged data is retained for up to 30 days and will be automatically deleted from the device after this period.

This means that when you experience certain issues and report them to our support team, we will be able to review such, as long as it happened within the 30-day timeframe, and you will no longer need to enable logs and try to reproduce the error saving time in the process of diagnosing an issue.

Sending kiosk logs to Proxyclick

From Settings>Visitors>Kiosk list, locate the kiosk where you experienced an issue:

Send kiosk logs to Proxyclick Support 1.png

Select the option to send logs; you will then be prompted to confirm if you want to send your kiosk activity to Proxyclick securely.

Our team will then request our technical support team to review the activity and help diagnose the problem; in some cases, we may ask you to perform certain actions on the kiosk to rule out factors external to the app as possible root causes of the issue. We will follow up with you via messenger when online or by email if you are not logged into Proxyclick.

Use the name of the kiosk to easily identify the location and kiosk when using multiple iPads at your location.

Sending crash logs

In specific cases, you may be requested to send crash logs from the device; this may help to identify problems that may not be only related to the app. You can follow the instructions here to obtain and send this type of log:

1. Navigate to your device Settings > Privacy > Analytics & Improvements > Analytics Data.
2. Scroll through this list to find the events where the names start with "Welcome.iOS". The list is alphabetical.
3. Tap one of these events.
4. Tap the share icon at the top right.
5. Email it to support@proxyclick.com with "Attn: [Customer Support Specialist name]" in the subject line.