Collect logs for IZT support

Blink agents send their log to your Blink server while they are connected, so for most problems everything IZT needs is in the console. Local log files only matter when an agent cannot connect at all.

The quickest way

Send diagnostics to IZT Support sends your server’s logs and settings to IZT in one step and gives you a reference code. If the problem is hard to catch, turn on diagnostic mode first. Use the steps below for a single session or device log, or when an agent cannot connect.

Session logs

When your plan includes Session timeline (part of Blink Pro), every Support and Access session has its own log, with records from the agent on the remote computer and from your server. See Understand your plan and its limits.

1. In the console, open Sessions and click the session.
2. Click Full log. The log opens in a new tab and keeps updating while the session is live.
3. Click Reset filters so nothing is hidden.
4. Click .jsonl to download the log for IZT. (.txt saves the records as the page shows them; Copy copies them.)

If Full log is missing and the session details say Not included in your plan: Session timeline, the session was started without a log, so there is none to collect. Otherwise Full log is missing because you need permission to view logs; ask an administrator.

Capture more detail

If IZT asks for more detail, or a problem is hard to catch:

1. On the log page of a live session, click Log levels.
2. Set Default level to Debug, choose when it should Revert after (for example 1 hour), and click Apply. It applies to a connected agent straight away.
3. Reproduce the problem, then download the log.

Access device logs

Each Access device also has a log that runs across sessions.

1. Open Access and click the device.
2. Click Log. Tick Include sessions to see its session records in the same view.
3. Download it as above. Log levels works here too, and applies the next time the device connects if it is offline.

When the agent cannot connect

An agent that never reaches your server cannot send its log. Collect what is on the computer instead.

Support tool on Windows

The support tool does not write a log file of its own. To see its log, start it from Command Prompt with --console:

cd %USERPROFILE%\Downloads
blink-xxxxxxxxxxxx.exe --console

Use the exact file name. A console window shows the log as the tool runs; copy the text for IZT. Add --log-level debug for more detail.

Access device (Windows)

Open these files as an administrator:

File	Contents
C:\ProgramData\Blink\service.log	The Access service: connections to your server, sessions, updates
C:\ProgramData\Blink\update.log	Agent updates
C:\ProgramData\Blink\install.log	Installation and enrollment

Older entries are kept next to each file as service.1.log, service.2.log and so on.

Crash files (Windows and Mac)

If Blink crashed, it keeps the last records in a crash-*.log file and sends them to the server the next time that part of Blink runs and connects. You find them in:

• Windows: %LOCALAPPDATA%\Blink of the user who ran Blink
• Mac: ~/Library/Application Support/Blink

Server logs (your own Blink server)

Your Blink server writes its own log to standard output, one record per line. With the container image, read it with your container tool, for example docker logs <container name>. The server’s records about a session are also in that session’s log in the console, so you rarely need the server log for a single session. Send diagnostics to IZT Support includes the server’s records too.

On Blink Cloud, IZT has the server logs. Send the session id and the time instead.

What to send IZT

Contact IZT with:

• The reference code from Send diagnostics to IZT Support, for example SUP-8F3K2M7Q, if you sent diagnostics.
• What happened, what you expected, and the steps to make it happen again.
• The time it happened, with your time zone.
• The Session id from the session’s details in Sessions, or the device name for an Access device.
• Any ref a message showed, for example The server could not start the session (ref …). IZT matches it to the log.
• The Instance id from Instance › License.
• The .jsonl session or device log, or the local files above if the agent never connected.
• The agent version, shown on the log page as agent v… and in the session details as Agent.