Troubleshooting logs for Kaptivo Support

If you hare having trouble with your Kaptivo and Kaptivo Support asks you for the Log Files, here is what you need to do.

There are two types of log files, a HAR file, and Kaptivo logging.  

1. A HAR file is a recording of all the activity going to and from your web browser. This can help Kaptivo support see where in a connection things are going wrong.  There is no automatic way to trigger a HAR file recording, you must do it manually and the process will change depending on the browser you are using. 

Here is an article that describes how to get a HAR file; https://support.zendesk.com/hc/en-us/articles/204410413-Generating-a-HAR-file-for-troubleshooting

Please start all of your HAR file collection with a blank tab, and perform your normal actions such as going to kaptivo.live and connecting.  Its helpful for us to see the whole process.

2. Kaptivo Logging.  Starting in firmware version 3.3+ Kaptivo will allow the administrator to download log files. 

You should connect to your Kaptivo by going to www.kaptivo.com/setup and clicking the reconfigure tile. Once connected to the admin web interface, click the Diagnostics tab on the left.  You should see a number of logging levels and the ability to download the file.

Important Note: the DEBUG and TRACE levels are only for Kaptivo support and are hidden by default. In order to see those options, you must append ?debug=1 to the URL when you are at the login screen for the admin web interface, before validating your username/password.

Each entry in the pop-up menu collects progressively more detailed logs. The default level is Access.

Once you've activated the log level you need, perform your actions, then come back and click the download button to get the log file. 

Logging is always collected and cannot be cleared or erased except by performing a factory reset.