Pulse Secure VPN - Generating Log Files

In a situation where the Pulse Secure client is not installing or connecting correctly, IT Support staff may request the log files from the Pulse Secure client. The Pulse Secure client will generate a zip file which may be sent to support staff for further troubleshooting. Please follow the instructions below for your operating system.

Windows 10

1. Open the Pulse Secure Client and select File --> Logs --> Save As to save the LogsAndDiagnostics.zip file.

Mac OS X

1. Open the Pulse Secure Client and from the active application menu bar select File --> Logs --> Save As to save the LogsAndDiagnostics.zip file.

iOS

Note: The Pulse Secure logs from an iOS device will be automatically sent via the default mail program on the device. Please ensure you have a valid e-mail account setup before generating the support logs.

1. Open the Pulse Secure app and select the Status button.

2. On the following screen click the Send Logs button.

3. A new e-mail message with the appropriate logs attached to the message will appear. You may send the logs to yourself for access from a laptop/desktop or directly to support personnel as directed.

Android OS

Note: The Pulse Secure logs from an Android OS device will be automatically sent via the default mail program on the device. Please ensure you have a valid e-mail account setup before generating the support logs.

1. Open the Pulse Secure app and select the three-dot menu button in the lower-right corner of the app to open the overflow menu bar and select Settings.

2. The Support Info for the device and Pulse Secure connection will be displayed. Select the Logs button at the bottom to send logs.

3. A new e-mail message with the appropriate logs attached to the message will appear. You may send the logs to yourself for access from a laptop/desktop or directly to support personnel as directed.

 

Details

Article ID: 897
Created
Fri 7/19/19 5:41 PM
Modified
Mon 8/17/20 3:21 PM