June 12, 2023

Using Spanned Logs when Troubleshooting Intelligent Hub for Windows

With Intelligent Hub for Windows 22.06 or later, large log files are now automatically split into segments when requested from the console. Learn how to recombine those segments to enable remote troubleshooting.

Capturing and viewing log files is an important—but sometimes frustrating—process for Administrators wanting to troubleshoot an issue. However, this process can be facilitated with a great feature of Intelligent Hub. This feature allows you, as an Administrator, to capture the logs off the endpoint device and automatically upload them to the Console. All you do is click MORE ACTIONS > Request Device Log from the Device Summary window. Check out the Locating Log Files and Registry Keys in the Troubleshooting Windows Devices: Workspace ONE Operational Tutorial on TechZone.

However, logs can grow significantly, especially when there is an issue. Sometimes logs grow large enough to be larger than the Workspace ONE Console’s 10MB file upload limit, even in a compressed zip file. This used to make it difficult to utilize this feature in those situations.

The good news is, as of Intelligent Hub for Windows (Hub) version 22.06, if the compressed zip file is greater than 10MB, Hub automatically divides it into chunks (splits) of less than 10MB each on the device. All the spanned files are then sent to the Console and made available from the Attachments > Documents window.

Figure 1: Requested device logs split and are available in the Attachments > Documents page

You will notice that the file names are numbered and have a postfix indicating that they are spanned. The spanned names are AgentLogFileName_spanned.zXX.zip where 0x is the spanned index. Since the Console only supports zip file uploads, ".zip" is appended to each file name.

To use with these log files for troubleshooting, you just download and recombine them:

  1. Download all the files to a machine with 7-Zip File Manager installed, or download and install it from https://www.7-zip.org/.
  2. Once downloaded, you must remove the .zip extension from the spanned files in order to be read by 7-Zip. Delete the “.zip” extension from each file (Example: Hub_2302122022_spanned.z01).

    Figure 2: Rename the spanned files with .zXX.zip
  3. Select all the downloaded files, right-click, and click Extract Here to extract the files using 7-zip as shown in the following figure:

    Figure 3: Select all the files and select Extract Here
  4. 7-Zip File Manager combines the zip files back into a single zip file inside the following sub-folder structure. The name of the sub-folder changes to match the name of the zip file.
    A screenshot of a computer

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    Figure 4: The extracted file is placed in a subfolder
  5. Lastly, extract the above zip using the standard Windows compression tool or 7-Zip File Manager to view the log files.

    Figure 5: Extract the combined file to get the logs for each of the Hub components

This simple improvement makes it much easier to capture and analyze Hub logs when remote to the endpoint device!

Stay tuned for more blogs detailing additional improvements to Hub logging and troubleshooting.

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