In the unfortunate event where you experience troubles with your Device+, our Support team will request the log files to assist in the issue analysis process. 

To collect these files please follow the following steps:

  • Go in the Device Tab (see “The OneLab Devices tab” article for more information) and select the Device+ you are interested in from the list.
  • Click on the “Get log file” button to generate the files (see below image).
  • Wait until the generation of the log files is completed, this may take a few minutes.
  • When the files are generated, click on the “Download” button to download a local copy (see image below). 

Note: You may need to confirm the download at the bottom of your browser window, depending on which browser you are using.

When it is finished, the downloaded file can be shared with our Support team by email or by using the upload link that was provided to you. 

Note: The collected files do not contain any personal information. They include only the text log files and images taken by the device during the execution of your protocols. We will not share this information externally and it will only be used for the purpose of debugging the error seen on your device.

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