IBM Support

Mobile First Protect On Premises (MaaS360 On Premises) Data to Collect

Technote (FAQ)


Question

What data does IBM need to begin troubleshooting issues with Mobile First Protect On Premises?

Answer

In the MaaS360 Administrative Console there is a troubleshooting tab. Collect the Application Logs or Installation logs depending on the issue.

For 2.4 and later please also send the "Configuration Information Summary" information from the link at the bottom of the Troubleshooting panel.

If version < 2.4 A screenshot of this page showing the status of the application services is also helpful.

Please describe the problem in detail and include the version of the Product.

For issues with devices see the following TechNotes on collecting the logs from the devices:

iOs devices: http://www.ibm.com/support/docview.wss?uid=swg21695083

Android devices:
http://www.ibm.com/support/docview.wss?uid=swg21694991

Cloud Extender: http://www.ibm.com/support/docview.wss?uid=swg21961919

If the problem is related to the SaaS version of MaaS360 please contact the the SaaS support team via live chat at:
maas360.com
or
send email to: support@maas360.ibm.com

Document information

More support for: IBM MaaS360 Advanced Mobile Management Suite

Software version: Version Independent

Operating system(s): Platform Independent

Reference #: 1962620

Modified date: 19 May 2017


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