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How to capture logs to troubleshoot a mobile device

Last updated May 14th, 2025

Categories:

Troubleshoot

Environment

Samsung mobile devices

Overview

You may need to help troubleshoot a mobile device issue by getting a log of the device’s activities. This knowledge base article guides you through the steps on how to collect these logs.

How do I collect dumpstate logs on a mobile device?

The easiest way to collect logs from a Samsung mobile device is to use the SysDump tool:

On devices running Android 15 and higher, you’ll need to disable Auto Blocker before you can access the log dump menu. To do this, go to your device’s settings, and disable Security and privacy > Auto Blocker.

  1. Reproduce the issue that you would like to troubleshoot. Note that logs must be collected within 10 minutes of reproducing the issue.

  2. Launch the Phone app.

    If your device doesn’t have the Phone app — for example, a device that is Wi-Fi only like the Galaxy Note 10.1 2014 edition — use the Calculator app and enter (+30012012732+ in the keypad. The Calculator app switches to Factory Mode.

  3. Enter *#9900# to launch the SysDump tool.

  4. Tap Run dumpstate/logcat.

  5. Tap Copy to sdcard. A timestamped .log file is copied to the /log folder, which you can access through My Files in your personal space.

  6. Navigate to the log directory that was created on the device using the My Files app or a Windows PC with USB cable connection.

  7. To send the file to Knox Support, you can use one of the following methods:

    • From My Files, share the .log file via email.
    • Connect a USB cable to a computer, copy the file to your computer, and email the file from your computer.

  • Some carriers, like Verizon, have disabled the SysDump tool on their devices. For these devices, use the Android Debug Bridge instead.

  • If requested by Knox Support, you may need to change the debug level to MID. To change the debug level, perform Steps 2 and 3 above, then tap Debug Level > MID. After the device restarts, follow Steps 1-7 above to collect the logs.

Additional information

For steps on how to collect logs on Samsung wearable devices, see How to collect dumpstate logs on Samsung wearable devices.

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