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When you encounter some system bug, you should reproduce the bug to find what step causes bugit.
You don't need to reproduce condition or step perfectly, but describe your action or event as detail as possible.
If you success succeed to reproduce the bug, it's time to get the BugReport file that contains the bug log.

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Get BugReport(DebugMsg) File

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1. Open EmKit

Emkit is pre-installed solution on all Point Mobile's android device. You can find EmKit on home screen usually.

2. Tap Take Bug Report Menu

3. Check Dialog and Complete Notification

Tap Save Button in dialog to save BugReport file.



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titleAndroid
UI Steps
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UI Step

Execute EmKit Image Added

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Tap Take Bug Report.

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Start Saving Bug Report

Tap SAVE in the dialog. Saving BugReport file takes about 2 minutes

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During saving, you can see

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the progress in the notification as below
(only in Android 10 and above).

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typeinfo

You can take BugReport file by EmLogTool app, too.
Launch EmLogTool from EmKit, and tap SAVE button. The way to save the file after this step is same as the following steps.

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UI Step

Save Bug Report File
(Skip when you are using Android 9 and below versions)

When taking the bug report is completed, tap the notification.
And select Take Bug Report from the icon list. Then, a toast message explaining the file saved location will be shown.

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UI Step

Find File

Execute FileExplorer and find the bug report file in the following path.

Android 9 and belowAndroid 10 and above
/BugReport folder/Download folder

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UI Tab
titleWEH
UI Steps
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UI Step

Go to Start > File Explorer

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Move to Windows folder and find the LogTrace in the folder

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Check the dialog message and tap YES to save the debugmsg(bugreport)

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You can find the debugmsg file in the My Documents directory of the device storage as TXT format

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UI Tab
titleWin CE
UI Steps
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UI Step

Tap My Device on the home screen

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UI Step

Go to Windows folder and double-tap the LogTrace in the folder

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Check the dialog message and tap Yes to save the debugmsg(bugreport) file

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UI Step

You can find the debugmsg file in the My Documents directory of the device storage as TXT format.

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Now, you can attach the bugreport file to us via the Ticketing System portal or email.



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Don't forget. You should also upload the

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Attach File to Portal

Step 1. Find File

Open root folder of internal storage using file explorer.

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Step 2. Attach file

UI Button
colorturquoise
titleTicketing Portal
urlhttp://ticket.solution-pointmobile.co.kr:8060/servicedesk/customer/portal/2

Click the above button to go to Point Mobile's technical support ticketing portal.  

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Drag and drop file or click 'browse' to attach the file.

If you create a ticket as Technical Issues type, you must attach at least one file about your issue.

Don't forget you should also upload device information file.

Please refer to the article below that is about 'How to get DevInfo file'.

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titleRELATED ARTICLES

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