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How do I access Humly log files?

Background

Log files record what Humly Control Panel (HCP) and Humly devices were doing when an issue happened. Humly Support uses them to find the cause of a problem quickly.

You can collect logs from HCP itself, from the server that runs HCP, and from Humly Room Display (HRD1) and Humly Booking Device (HBD) devices. If an HRD1 device cannot send its logs to HCP, you can copy them from the device to a USB stick.

Table of Contents

Common Use Cases

HCP issue: Collect HCP logs from the Support window or from the server.

Device online in HCP: Collect HRD1 or HBD device logs from the device's Device info panel in HCP.

HRD1 offline but running: Use Copy logs to USB on the device admin screen.

HRD1 does not start correctly: Use a firmware reset USB stick and remove it before the countdown ends.

Humly Control Panel logs in HCP

  1. Log in to Humly Control Panel as a Global Admin.
  2. Click the Support button in the top right menu bar.
  3. In the window that opens, view the logs, copy them to the clipboard, or download them.

  

Humly Control Panel logs from the operating system (on premises installation)

Windows

On a default installation, the logs are in the ControlPanel\Logs folder inside the Humly installation folder. Open the application log file.

C:\Program Files\Humly\ControlPanel\Logs

 

 Look for the the application log file. 



Linux

On a default installation, the logs are in the location below

Your_user_Home\Humly\ControlPanel\application_data\logs

Device logs in HCP (HRD1 and HBD)

Use this method when the device is online. HCP can only fetch logs from a device that is connected.

Steps

  1. Log in to Humly Control Panel and open the rooms monitoring view.
  2. Select the room. If the room has more than one device, select the device.
  3. Open the Device info tab.
  4. Choose the log type. The log types available depend on the device.
  5. Use the copy icon to copy the log, or the download icon to save it as a file.

Available log types

Device Log types
HRD1 Device log, Status log, Boot log, Kernel log
HBD Device log

HRD1 device logs using Copy logs to USB

Use this method when the HRD1 is running and you can reach its admin screen, but HCP cannot show the device logs.

What you need

A USB stick formatted with FAT32.

Steps

  1. Insert the USB stick into the HRD1 device.
  2. On the device screen, tap the icon with the exclamation mark in the top right corner.
  3. Tap ADMIN LOGIN in the bottom left corner and enter the admin PIN.
  4. On the Administration screen, tap Copy logs to USB.
  5. Wait until the message "Logs have been saved successfully!" appears, then tap OK.
  6. Remove the USB stick and insert it into your computer.
  7. Open the hrd-logs folder. It contains three files: application.log, boot.log and kernel.log.
  8. Send the hrd-logs folder to Humly Support.

Note

Each copy replaces any hrd-logs folder that is already on the USB stick. Move earlier logs to your computer before you copy new ones.

HRD1 device logs using a firmware reset USB stick

Use this method when the HRD1 does not start correctly or you cannot reach its admin screen. You start the device from a firmware reset USB stick, but you stop the process before the reset begins.

Important

If the countdown reaches zero, the firmware reset starts and all settings on the device are erased. Remove the USB stick before the countdown ends.

What you need

A firmware reset USB stick. To create one, follow Part 1 of Perform firmware reset on HRD device.

Steps

  1. Power off the HRD1 by unplugging the PoE or AC cable.
  2. Insert the firmware reset USB stick.
  3. Power on the device. The welcome screen appears and then the device starts from the USB stick.
  4. A countdown screen appears with the message "If you do not want to flash the device, remove the USB image and reboot the device, otherwise it will start flash in 20 seconds".
  5. Remove the USB stick before the countdown ends.
  6. Reboot the device by unplugging the PoE or AC cable and plugging it back in. The device starts as normal.
  7. Insert the USB stick into your computer and send the log files to Humly Support.

Troubleshooting & Common Issues

Issue What to do
The device logs cannot be fetched in HCP. Check that the device is online. Logs can only be fetched from a connected device. For an offline HRD1, use Copy logs to USB or a firmware reset USB stick.
Only Device log is shown for a device. This is expected for HBD devices. HBD has the Device log only.
The message "You are not authorized to access this resource" appears when you tap Copy logs to USB. Tap ADMIN LOGIN, enter the admin PIN again and repeat the copy.
The firmware reset USB stick is not detected when the device starts. Some Kingston USB sticks are written without errors but cannot start the device. Try a USB stick from another brand.
The countdown ended before the USB stick was removed. The firmware reset has erased the device settings. Connect the device to HCP again and assign it to a room, as described in Connect Humly Room Display to HCP.

Best Practices

  • Collect logs as soon as possible after the issue happens. Devices keep only the most recent part of each log.
  • Write down the room name and the time the issue happened, and include them when you contact Humly Support.
  • Keep a USB stick formatted with FAT32 ready for collecting HRD1 logs.
  • Stay with the device while you use a firmware reset USB stick, so you can remove it before the countdown ends.