Support packages
Use support packages to collect diagnostic logs from a Beam device and share them with MediaKind support. When you trigger a support package, MK.IO collects logs from the device in the background and emails you a download link.
Where to find it
- Go to Devices and select a device.
- Click on the device.
- Select Collect device logs.
Collect device logs is disabled if the device software version does not support this feature.
Collect logs
- Open the device action menu and click Collect device logs.
- In the Describe the issue field, enter a description of the problem you are experiencing. This field is required.
- Click Collect logs.
MK.IO collects logs from the device in the background. Once complete, an email is sent to your account address with a download link that you can share with support. The download link will be valid for 30 days. A maximum of 5 support packages per device will be kept.
Only one log collection can run per device at a time. If a collection is already in progress, the drawer shows the current status. Wait for it to complete before requesting a new one.
In a Beam HA setup, log collection is only available on the active controller device.