Support packages
Use Collect device logs in MK.IO to generate a support package for a Beam device and share it with MediaKind support. When you trigger the collection, MK.IO gathers the logs from the device in the background and emails you a download link you can forward to support. "Collect device logs" and "generate support package" are synonymous terms.
If the device is managed directly rather than through MK.IO, generate the support package from the server UI instead. See Generate a Support Package.
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.