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CloudEC V600R019C00 Fault Information Collection (Enterprise On-premises, Convergent Conference)

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Collecting Fault Information on the eSpace Mobile

Collecting Fault Information on the eSpace Mobile

This topic describes how to collect fault information on the eSpace Mobile.


Fault information collected includes related log files generated during client running and system information, where personal information and sensitive information is encrypted. Keep privacy data secure and handle it properly in accordance with applicable local laws and regulations.

Proactive Log Collection by the Administrator Using the BMU

If eSpace Mobile users have enabled the user experience plan function and support the rich media function, and the client version is 3.15.0 or later, the administrator can proactively collect logs using the BMU.


By default, the user experience plan function is enabled. If the function is disabled, users can enable it on their clients.

  1. Log in to the BMU as the admin user.
  2. Choose Client Management > Soft Client Log > Collect Soft Client Log.
  3. Click Add.
  4. Specify a user and the client type for which logs are collected and click Collect Soft Client Log to deliver a collection command.

    Figure 8-3 Collecting soft client logs
    • If the user is offline when the BMU delivers the collection command, the client collects logs when the user gets online.
    • The Collect Soft Client Log page displays the created collection tasks. If Delivered is displayed in the Status column, the soft client logs of the account have been collected.

Fault Log Collection by Users

If the BMU cannot be used to proactively collect fault logs, users need to manually collect fault logs.

To ensure that fault logs can be successfully submitted, complete mailbox configuration and client upgrade or apply for rich media function rights from the administrator in advance.

  1. Enable the fault information collection function.

    • Before login: On the login screen, tap and choose Fault Report.
    • After login: For an Android user, tap and choose Fault Report. For an iPhone user, tap Me and choose Fault Report.

  2. Select Enable Log.
  3. Repeat the operations that you performed when the fault occurred.
  4. Tap Send Fault Report.

    • If you have logged in and have rich media function rights, tap Submit. The system automatically upgrade fault logs to the UM server.
    • If you have not logged in or do not have rich media function rights, tap Send Fault Report by Email. The system automatically adds fault logs to the mailbox and sends an email containing detailed description of the fault symptom and occurrence time to the administrator.

      A client of the 3.15.0 or a later version has the automatic submission function. If the client version is too early, fault logs must be sent using an email.

Soft Client Log Download by the Administrator Using the BMU

Logs uploaded by clients are stored on the UMServer. You can query and download the logs on the BMU.

  1. Log in to the BMU as the admin user.
  2. Choose Client Management > Soft Client Log > Download Soft Client Log and view the logs uploaded by clients.
  3. Locate the required logs and clickto download the logs to the local PC, as shown in Figure 8-4.

    Figure 8-4 Downloading soft client logs

Manual Fault Log Extraction by Users

If a user cannot send fault logs using an email or directly submit fault logs through the eSpace Mobile, the user can extract fault logs to the PC as follows.


If the user uses an iPhone running an operating system later than iOS10, manual fault log extraction is not supported.

  1. See Step1. Enable the fault information coll... through Step4. Tap Send Fault Report by Email. in Fault Log Collection by Users.

    • When a fault occurs, an Android phone automatically generates a fault report package named, for example,, in the root directory of the SD card. In the package name, 20140522105042 indicates the time the fault occurs.
    • When a fault occurs, an iPhone generates a fault report in eSpace/Library/Logs.

  2. Use a USB data cable to connect your phone to a PC.

    • If you are an Android user, obtain the fault report in the root directory of the SD card.
    • If you are an iPhone user, install the iPhone device management tool, for example, iFunBox, on the PC and use the tool to obtain the entire eSpace/Library/Logs folder in the installation directory of eSpace

Submitting Fault Information in Other Ways

You can directly contact the administrator by phone call or email and describe the fault symptom.

Updated: 2019-04-01

Document ID: EDOC1100059082

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