Collect Logs for Scouts

The Collect Logs feature provides an easy and secure way for administrators to gather diagnostic log files from Print Scout and Device Scout agents for troubleshooting and support purposes. Instead of manually accessing devices or downloading logs locally, administrators can initiate log collection directly from the web console and receive the logs by email when they are ready.

How Log Collection Works

  1. An administrator selects one or more Print Scouts or Device Scouts in the web console.

  2. The administrator initiates a Collect Logs request and provides an email address.

  3. The system gathers the logs automatically and uploads them to a secure location.

  4. When the logs are ready, an email is sent containing:

    • A download link for the log bundle

    • A password required to decrypt the logs

  5. The download link remains valid for a limited time and expires automatically after that period.

Note: The Collect Logs feature is supported only for scouts with a status of "OK", "Reboot Required", or "Needs Attention. "Logs cannot be collected from inactive, uninstalled, or unregistered scouts. When a scout is uninstalled or unregistered, the Collect Logs action button is unavailable (greyed out). The "Health Updated" column indicates whether a scout is actively communicating with the system. If the health information is not current, the scout may not receive the log collection request even if its status supports log collection.

Collecting Logs

  1. Navigate to Discover > Print Scout or Discover > Device Scout depending on the type of Scout you want to collect logs from.

  2. Select one or more Scouts from the list.

  3. Click Collect Logs.

  4. When prompted, enter an email address where the logs should be sent, then submit the request by clicking the Send button.

  5. A confirmation message appears in the web client indicating that the log collection request has been submitted.

  6. An email is sent to the specified address confirming that logs are being collected and will be available within 24 hours.

Monitoring log collection status

You can monitor progress and review past requests from the web client.

  1. In Discover > Print Scout or Discover > Device Scout, click Collect Log Status.

  2. A status window opens, showing each log collection request and its current state.

    • Collecting – The Scouts have received the request and are in the process of uploading logs.

    • Emailed – The log files have been collected, zipped, and an email with the download link has been sent.

Logs can take up to 24 hours to be collected and processed, depending on Scout connectivity and environment.

Receiving and downloading logs

When log collection completes successfully.

  1. You will receive an email at the address you provided. The email includes:

  • A download link to the collected logs.

  • A password/code you will need to unzip the downloaded archive.

  1. Click the download link to download the logs.

  1. When prompted, use the provided password/code to extract the files.

Note: The download link is valid for 7 days. After that, the link will expire.

Re‑requesting Logs

If you submit a new Collect Logs request for the same Scouts before a previous request has completed, the new request automatically cancels the earlier one and restarts log collection. A new confirmation email is sent to indicate that logs are being collected again

Logs are taking longer than expected

Log collection can take up to 24 hours to complete. If one or more Scouts are offline or experiencing network issues, the process may be delayed or may fail.

Check Collect Log Status to view the current state of the request. If more than 24 hours have passed and the status is still Collecting, submit a new log request. If the issue continues, contact Support for assistance.