Gathering Student Client Logs

Gathering Student Client Logs

Introduction

LanSchool Air's support team may ask for student client logs to help troubleshoot issues. In many cases, your support engineer will able to gather enough logs remotely. There are times, however, where they may need your help to collect logs manually from the student's device and share them.

The procedure for gathering log files from student devices is different for each operating system. Refer to the following procedures that match the type of student device you are troubleshooting.

Gathering Logs from Chromebook Students

Perform these steps on the student Chromebook while logged in as the student experiencing the issue:
  1. Click on the LanSchool Air icon in the Taskbar to open the chat box.



  2. Click on the green, yellow or red status light at the bottom left corner of the chat box



  3. Select Download Logs.



  4. Save the encrypted logs.

  5. Once the logs are saved, email the logs either to your teacher email or tech email.

  6. Then email logs to support@lanschoolair.com 

When saving the logs, keep in mind you are logged into the student's account. We recommend emailing the logs to yourself first, then emailing them to LanSchool Air Support so you do not use the student's email to contact Support. 

Gathering Logs from Windows Students

  1. Click on the LanSchool Air icon located in System Tray (bottom right corner).
  2. Click on Status.
  3. In the pop-up window, click Download Logs.
  4. Click Save to save the encrypted logs.
  5. Email the encrypted logs to your LanSchool Air Support Engineer or to support@lanschoolair.com .

Gathering Logs from Mac Students

  1. Click on the LanSchool Air icon located in the top right of the menu bar.
  2. Click on Status.
  3. In the pop-up window, click Download Logs.
  4. Click Save to save the encrypted logs.
  5. Email the encrypted logs to your LanSchool Air Support Engineer or to support@lanschoolair.com .


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