Dyknow Classroom - Send a log report from a student device

When trying to troubleshoot connectivity or blocking issues with a student device, we may ask you to send a Log Report from the device if Basic Troubleshooting and running a Health Check has not resolved the issue.

This document is a resource for Dyknow Administrators, Tech Coaches, and Teachers to understand how to:

• Send a Log Report from a Student Chromebook
• Send a Log Report from a Student Window/PC
• Send a Log Report from a Student Mac
• Send a Log Report from a Student iOS Device

SEND A LOG FROM A STUDENT CHROMEBOOK:

Follow the instructions below to send a Log Report from a student Chromebook device.

1. Open the Google Chrome web browser on the student's Chromebook.

2. Right click on the Dyknow Cloud Connector Extension.

Note: Click here for Google's How to right-click on Chromebook instructions.

3. Click Options.

4. Complete the available fields, including all the following details in the Description of the incident:

• Student name
• Class name
• Teacher name
• Date and time of the issue occurrence
• Dyknow Support Ticket # (if applicable)

5. Click Send Logs.

Note: A ticket will be created in our Support system with your request. Once the Log Report has been reviewed, a Dyknow School Success Manager will respond via email with feedback.

SEND A LOG FROM A STUDENT WINDOWS/PC:

Follow the instructions below to send a Log Report from a student's Windows device.

Note: If you do not have access to the student device, please contact your Dyknow Administrator to request that he/she send a Log Report remotely.

1. On the student's laptop, open File Explorer.

2. Navigate to This PC > Local Disk (C:) > Program Files > DyKnow > Cloud > DyknowLogSender.

3. Run the DyKnowLogSender program.

4. Select the appropriate Start Date and End Date for the occurrence.

5. Fill out the Additional Information with as much detail as possible, including all the following:

• Student name
• Teacher name
• Class name
• Timeframe during which the issue occurred
• Dyknow Support Ticket # (if applicable)

6. Click the Send button and wait for the log files to be transferred to Dyknow.

Note: A ticket will be created in our Support system with your request. Once the Log Report has been reviewed, a Dyknow School Success Manager will respond via email with feedback.

SEND A LOG FROM A STUDENT MAC:

Follow the instructions below to send a Log Report from a student Mac device.

Note: If you do not have access to the student device, please contact your Dyknow Administrator to request that he/she send a Log Report remotely.

1. Run BOTH of the commands below via the Terminal application (OR through your MDM) on the problem student device:

• Login as an administrator account
• Open the Terminal application on the student's Mac device
• Copy/paste the command sudo mkdir -p /Library/Logs/DyKnow/
• Hit Enter
• Copy/paste the command sudo chmod a+rw /Library/Logs/DyKnow/
• Hit Enter
• Restart student's Mac device
• Reproduce the issue/error
• Send the Log Report as you normally would (continue to Step 2 below)

Note: Because of an issue that occurs after upgrading Mac devices from Mac OS 10.12 to a later version, Dyknow needs to run commands to save diagnostic logs. However, this is a one-time thing, so you only need to do it once. Then any Log Reports can be sent in the traditional way.

2. On the student's Mac, navigate to the Applications folder.

3. Find and double click on the DyKnowLogSender application.

4. Select the appropriate Start and End Date for the occurrence.

5. Fill out every open text field, or the log won't send, including all the details below:

• Student name
• Teacher name
• Class name
• Time of the issue occurrence
• Dyknow Support Ticket # (if applicable)

6. Click the Send button and wait for the log files to be transferred to Dyknow before closing the dialog.

Note: A ticket will be created in our Support system with your request. Once the Log Report has been reviewed, a Dyknow School Success Manager will respond via email with feedback.

SEND A LOG FROM A STUDENT iOS DEVICE:

Follow the instructions below to send a Log Report from a student iOS device.

1. Open the Dyknow App on the student iPad.

2. Find the Dyknow Logo.

3. Find the health kit icon (briefcase with a + on it).

4. Fill out the form with as much detail as possible, including the details below:

• Student name
• Teacher name
• Class name
• Date and time of the issue occurrence
• Dyknow Support Ticket # (if applicable)

5. Click the Send button and wait for the log files to be transferred to Dyknow before closing the dialogue.

Note: A ticket will be created in our Support system with your request. Once the Log Report has been reviewed, a Dyknow School Success Manager will respond via email with feedback.