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Find clear, step-by-step solutions to common WithSecure issues across installation, configuration, updates, and product performance.

How to collect the diagnostic file from Elements Mobile Protection?

Last updated

Issue:

How to collect the diagnostic file from Elements Mobile Protection?

Resolution:

If you have technical problems with your product, you can create and send a diagnostic file (wsdiag) to our technical support. The file contains information that can be used for troubleshooting and solving problems specific to your device.

To generate a log file with your smartphone:

  1. Open the Elements Mobile Protection app.
  2. Tap the main menu in the top-left corner, and select About. The About MOBILE PROTECTION page opens.
  3. Tap seven times on the version number. The SEND LOG FILE button is displayed at the bottom of the screen.
  4. Tap the SEND LOG FILE button and select your email sending method. If you need to provide the file to Withsecure support, send the file to your own email address initially and attach it to the support-ticket. The email message opens with the log file attached to it.
  5. Describe the problem in the email.
  6. Send the email.

To generate logs in case of problems with Mobile Protection activation, when About view is not available:

  1. Open the Elements Mobile Protection app.
  2. Tap ten times on the description text (This software requires a valid license for Endpoint Protection to work…) . The SEND LOG FILE button is displayed at the bottom of the screen.
  3. Tap the SEND LOG FILE button and select your email sending method. The email message opens with the log file attached to it.
  4. Describe the problem in the email.
  5. Send the email.

 

A diagnostic file can also be requested remotely from the Elements Security Center portal:

  1. Log in to the Elements Security Center portal
  2. Navigate to the Environment > Devices page
  3. Open the Mobile devices tab
  4. Click on a device (An Actions menu will appear)
  5. Click Request diagnostic file 

Once a diagnostic file has been uploaded to the Elements portal it will be available for download on the device's Operations tab or if you on the Devices page click on the three dots and go to the Manage Operations page.