Use the RSA SecurID Authenticate logs to troubleshoot user issues with the Authenticate app.
These logs include app and user events associated with registration and additional authentication. Log messages are generated automatically. Some events in the app logs are also captured in the Event Monitor.
An event message has the following components.
|Date and Time||The date and time in UTC when the event occurred.|
|Level||Indicates if the event is informative or an error. In general, ERROR events are most helpful for troubleshooting.|
|Description||Describes the specific event. For example, Device registration succeeded.|
Users can email the log files from the More screen. When users tap Email Logs, the log files are automatically attached to an email from the user's default email app (iOS) or an email app that the user selects (Android or Windows). On Windows, the email app must be a Microsoft Store app.
The app logs consist of multiple files and work in the following ways:
- On iOS, the app creates an initial file for the log. After this file reaches 1 MB or is older than 24 hours, the app starts a new file for new log messages. After the app creates five log files, the app deletes the oldest log file before creating the new file. The log file names are based on the date, for example, com.rsa.Via 2015-08-04 12-13.log.
- On Android, the app creates an initial file for the log. After this file reaches 1 MB , the app starts a new file for new log messages. After the app creates five log files, the app deletes the oldest log file before creating the new file. The most recent log file is log.txt and the oldest log file is log4.txt.
- On Windows, the app creates a new log file each day that the app is used. Before creating a new log file, the app deletes any log files that are 30 days or older. The log file names are based on the date, for example, Log - 20161117.log.
If necessary, you can also email the logs to RSA Customer Support for troubleshooting assistance.