How to capture enhanced RSA Authenticator app logs for troubleshooting purposes
2 years ago
Originally Published: 2024-03-07
Article Number
000072053
Applies To
RSA Authenticator for iOS & Android v4.2 and later
RSA Authenticator for Windows v6.1.1 and later
RSA Authenticator for MacOS v5.1 and later 
Issue
The Authenticator app logs contain information that may be required for troubleshooting various issues.
Tasks

iOS and Android

  1. Open the RSA Authenticator app on your device.
  2. Tap More at the lower right corner
  3. v4.3 and later: Toggle on Enhanced Log Connection
Toggle on Enhanced Logging
  1. Take the necessary steps to reproduce the issue. Or, work normally until the issue occurs again.
  2. Tap More at the lower right corner of the app
  3. v4.3 and later: Toggle off Enhanced Log Connection
  4. Click Send Logs in the app then email the logs either to yourself, or directly to someone who is assisting you with the issue.
iOS Send Logs with Enhanced Logging toggled off again

Windows

  1. Open the RSA Authenticator app on your computer
  2. Take the necessary steps to reproduce the issue. Or, work normally until the issue occurs again.
  3. Click (i) or About on the left of the app
  4. Click the Export Logs button.
Windows Export Logs

MacOS

  1. Open the RSA Authenticator app on your computer
  2. Take the necessary steps to reproduce the issue. Or, work normally until the issue occurs again.
  3. Click More in the lower right corner of the app
  4. Click Email Logs
  5. When prompted, describe the issue.
MacOS Email Logs
Notes
To obtain assistance from RSA Support with any RSA Authenticator app issue or question, raise a support case then upload the captured app logs to the case.
 

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