Symantec Access Management

How to collect ArcotID OTP logs on iOS devices for troubleshooting purpose

  • 1.  How to collect ArcotID OTP logs on iOS devices for troubleshooting purpose

     
    Posted 10-23-2014 12:38 AM

    http://aalab.ca.com/wp/?p=8

    The following is the logs collection procedure for ArcotID OTP issue troubleshooting on iOS device (iPhone, iPad)

    1. Go to Settings on the iPhone or iPad device
    2. Find the ArcotID OTP app, enable the “Log Mode”
    3. Restart the ArcotID OTP app
    4. Re-produce the issue and take a snapshot.
    5. Bring up Safari (not Chrome), enter the URL otp://viewlog
    6. Please click Open on the prompt of “Open this page in ArcotID OTP?”
      ArcotID OTP logs page should appear.
    7. Touch the Email button, send the logs to your own mailbox.
    8. Upload the Email content to the support ticket on support.ca.com
    9. Upload the error snapshot on the support ticket on support.ca.com