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  1. BlackBerry Docs
  2. CylanceON-PREM
  3. Cylance ONPREM Administration Guide
  4. Troubleshooting
  5. Before you contact support
  6. Download logs

Download logs

  1. Click
    Configuration > System
    .
  2. For Download Logs, select a date for
    On or After
    .
  3. Click
    Download
    , then click
    OK
     to save the file.
  4. Create a
    BlackBerry
     Support ticket and include the
    CylanceON-PREM
     log file.
    1. Log in to myAccount (https://myaccount.blackberry.com).
    2. Select
      My Service Requests
      , then select
      Create Case
      . Or select the Support Community dropdown list from the top menu, then select Create Case.
    3. Under Step 1, select
      CylancePROTECT
      .
    4. Under Step 2, select
      ON-PREM
      .
    5. Click
      Next
      .
  5. In the Search Issue Summary box, complete the following steps:
    1. Type
      Submit ON-PREM logs
      , then check the box.
    2. Click
      Next
      .
    3. In the detailed description box, state that you are submitting
      CylanceON-PREM
       logs.
    4. Click
      Submit Case
      .
  6. Attach your
    CylanceON-PREM
     log file to the support ticket.
    1. Select
      My Service Requests
      , then select
      View Cases
      . Or select the Support Community dropdown list from the top menu, then select View Cases.
    2. Open the case you just created.
    3. Click
      Attachments
      .
    4. Click the plus sign.
    5. Enter a description.
    6. Drag and drop your
      CylanceON-PREM
       log file or click Upload Files and add your file. The maximum file size is 2GB.