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This guide will provide you with all the information and steps necessary on how to send crash and log reports when encountering issues with your 3CXPhone for Android and sending them to 3CX Support for analysis.
Sending Verbose Log
To Generate logging information from 3CXPhone for Android do the following:
1. Go to “Settings” > “Advanced” > Enable “Verbose Logging”.
2. Reproduce the problem.
3. When done, Go to “Settings” > “Advanced” > Select “Send log Report”.
4. Once done, disable “Verbose Logging”.
Sending Crash Log using ADB
However there are other types of issues that can occur, where the 3CXPhone for Android Logging will not be enough. For example, when an application freeze occurs, when an issue in the Android Operating system occurs, or when something goes wrong in native code. For these cases, 3CX Support might ask you to provide crash and log reports using ADB Monitor. The next part describes how to achieve this.
- Download and install 3CXPhone for Android Debug Version on your Android device.
- Java Platform JDK download
- Android SDK
- Appropriate Phone driver for your phone model. (Available from your phone manufacturer’s website).
Step 1:Installing the Java Platform JDK
- Go to http://www.oracle.com/technetwork/java/javase/downloads/index.htm
- Click on Java Platform (JDK) 7u45 button, then select Windows x86 or Windows x64 depending on your system as shown above. You can also use the direct download links for these files:
- Download and install the appropriate version for your Operating System (x86 for 32bit Windows machines, x64 for 64bit Windows machines).
Step 2: Download and Install the Android SDK Tools
The next step in the Debugging procedure is to download and install the Android SDK Tools on your machine. To do that :
- Go to https://developer.android.com/sdk/index.html
- Scroll down the list and click on the DOWNLOAD FOR OTHER PLATFORMS option
- Click on the android-sdk_r22.3-windows.zip file, download it and extract it in a location on your PC.
Step 3: Running the Android SDK Manager and Installing the Google USB Driver
After you finish downloading and installing the Android SDK Manager you need to run it and install the Google USB Driver by following the next steps
- Go to the android-sdk-windows\tools folder on your machine and click on android.bat
- The Android SDK Manager window will come up on your screen.
- From there select the only the Android JDK Platform tools option
- Then scroll down the list, select Google USB driver and click on the Install 2 packages button as shown above.
- Click on Accept licence on the following screen and then the 2 packages will be installed.
After the installation is complete you can close the Android SDK Manager Window.
Step 4: Installing the Manufacturer USB Drivers
After closing the Android SDK Manager window you need to install the manufacturer’s USB drivers for your phone on your Windows machine. To do this:
- Go to http://developer.android.com/tools/extras/oem-usb.html or your phone’s manufacturer website and download your device’s drivers. Remember that you need to install the correct usb drivers for your device to be able to communicate with ADB Monitor.
- You can also try a universal ADB driver available from here http://www.androidpolice.com/tags/universal-adb-driver. The Direct download link is available from here http://download.clockworkmod.com/test/UniversalAdbDriverSetup6.msi
Step 5: Install 3CXPhone for Android Debug Version on your Android Phone
- Download 3CXPhone for Android Debug Version and install it on your Android device.
- Go to Settings > Developer Options > and enable USB debugging on your device. After this, connect your device to your computer via USB cable.
Step 6: Running the Android Debug Monitor
To run the android Debug Monitor and collect information to send to 3CX Support for debugging follow the next steps:
- Go back to android-sdk-windows\tools and click on monitor.bat. The Android Debug Monitor application will be launched. This will allow you to collect debug information from your Android device.
- In the devices tab you should see your device listed. If you cannot see your device listed then you have a wrong device driver installed or a problem with your drivers.
- You can try and resolve this by installing another driver, unplugging the device, rebooting your machine and plugging in the device back. A generic Google search on the subject will give you many hints on how to install the device drivers as driver installation problems are very common.
Step 7: Collecting Debug Information
Once you see your device in the devices tab, launch 3CXPhone for Android on your device and reproduce the problem. After the problem is reproduced, do the following:
- Click the “LogCat” tab
- Click on Verbose to show all logs and press press Control-A to select all the messages
- Click the Export button (icon with a diskette) to export all logs to a file.
- Save the file to a location on your computer, attach to an email and send it to email@example.com. This will enable the 3CX Development team to analyse, fix and address the issue. It is also important to remember to also add details such as the device make and model, Android Operating system version and a detailed description of the problem.