How to download logs

Last updated on October 17, 2024

This article describes different methods that can be used to collect logs from your Neat device for troubleshooting purposes.

  1. Neat Pulse
  2. Remote access
    • During OOB
    • Post-installation
    • Neat Center
  3. Zoom Room Logs
  4. Microsoft Teams logs

IMPORTANT: Rebooting a Neat device or performing a factory reset will erase log history. If you have been asked to provide logs, please reproduce the issue and download the logs before rebooting or performing a factory reset.

1. Neat Pulse

To download logs using Neat Pulse, simply sign in to your Neat Pulse tenant, select the device(s) you would like to download logs from, click on the ellipses (…), and choose the “Submit logs” option. This will generate a feedback request ID that can be sent to Neat Support for more assistance.

More information about gathering logs using Neat Pulse can be found in the following support article: How to Report a Problem on Neat Pulse Control

2. Remote Access

Figure 1: Download logs: Neat’s web admin -> Status -> ‘Get logs’

2.1 During the OOB

It is now possible to download device logs during the out of box (OOB) process to help troubleshoot issues that might arise before installing and running you chosen platform/application. 

  1. Press and release the reset number at the back of each device to see the “About this Neat device” page and make a note of the IP address and Serial number (which is also physically written on the back of the device) 
  2. Access your Neat device’s web admin server from your web browser by typing https://<IP_address_of_Neat_Device>
    Note: When downloading logs from Neat Bar/Bar Pro, please make sure you download logs from both the Bar/Bar Pro and the Neat Pad by navigating to each device’s web admin server. 
  3. Sign in to the web admin server using the following credentials:
    • Username: oob
    • Password: Entire serial number of device e.g NA11000000000 (for Neat Pad)
  4. On the Status page (see Figure 1), click on the Get logs button and the log file will be downloaded on your machine. 
    Note: It is not possible to view the contents of the log as it will be in encrypted format (file extension .p7m).
  5. Send the .p7m log file to Neat Support by emailing support@neat.no.

2.2 Post-installation 

  1. From a Neat Pad or Neat Board, or Neat Frame, enable the “Remote access” feature and create a new password (see the article How to Enable Remote Access). 
  2. Access your Neat device’s web admin server from your web browser by typing https://<IP_address_of_Neat_Device>
    Note: When downloading logs from Neat Bar/Bar Pro, please make sure you download logs from both the Bar/Bar Pro and the Neat Pad by navigating to each device’s web admin server. 
  3. Sign in to the web admin server using the username “admin” and the password that was configured on your device.
  4. On the Status page (see Figure 1), click on the Get logs button and the log file will be downloaded on your machine. 
    Note: It is not possible to view the contents of the log as it will be in encrypted format (file extension .p7m).
  5. Send the .p7m log file to Neat Support by emailing support@neat.no. 

2.3 Neat Center

  • Find the device’s IP address
  • Visit the web server https://<IP_address_of_Neat_Device>/downloadlogs
  • Wait for an encrypted log package to download. It may take a few minutes for the logs to generate and download so please be patient.

3. Zoom Rooms

If working with Zoom Support, you might be asked to collect their log files for investigation. You will find the option to send Zoom level logs in your Zoom level settings located under Help titled Send Problem Report. You are also able to collect Zoom Room logs from the Zoom web portal. 

More information about gathering Zoom level logs can be found in the following Zoom support article: Troubleshooting Logs for Zoom Rooms. 

Note: Logs generated using this method are sent directly to Zoom. Neat level logs will not be included in the problem report and Neat Support will not have any visibility into what is sent.

4. Microsoft Teams Rooms

Microsoft Teams Room’s Logs can be downloaded from the Teams Admin Center. Neat Bars, Neat Bar Pros, and Neat Boards will be located under Teams devices -> Teams Rooms on Android -> Teams Rooms on Android. Neat Pads working as controllers for your Microsoft Teams Rooms will be located under Teams devices -> Teams Rooms on Android -> Touch Consoles. Neat Pads working as room schedulers will be found under Teams devices -> Panels, and Neat Frames will be located under Teams devices -> Displays. After selecting your device you will see the option to Download device logs. 

More information about downloading Microsoft-level logs can be found in the following Microsoft support article: Collect device logs for Android Teams devices.

Note: Neat-level logs are included alongside Microsoft-level logs and can be sent to Neat Support.