Page Summary

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• Managed Play logs can be retrieved to debug issues related to app installations and updates.

• Managed Play logs can be retrieved by capturing a bug report or by using Android Debug Bridge (adb).

• Developer Options must be enabled to capture bug reports or use adb.

• Managed Play logs have a specific format and include the log-tag "Finsky".

• You can analyze managed Play logs to troubleshoot policy sync errors and review app install/update progress.

After a device's policy is updated, any required app updates will be carriedout automatically as long as thedevice meets certain conditions. To debugissues related to updating as well as installing apps from managed Play, youcan retrieve the managed Play logs from a device for analysis.

Retrieve managed Play logs

Your customers can retrieve managed Play logs to send to you for analysis bycapturing a bug report directly from a device or by using Android Debug Bridge(adb).

Capture a bug report

Android versions 4.2 and higher are capable of capturing and saving bug reports.Bug reports contain event logs that you can use to help troubleshoot issuesrelated to app installations and updates.

Developer Options must be enabled before a device cancapture bug reports (interactive reports are recommended). Bug reportsare saved in a zip file, which customers can send to you for analysis. Androidprovides general information onreading bug reports. You can also refer toAnalyze managed Play logs for more specific guidance on troubleshootingapp installations and updates.

Use Android Debug Bridge

Instead of capturing bug reports, you can instruct your customers to useAndroid Debug Brige (adb) with a device connected over USB. Before usingadb:

• Your customer must enableDeveloper Options on the device.

After connecting a device, uselogcat to view a log of system messages fromall apps on the device, including Play. Your customers can send you this logfor analysis.

Analyze managed Play logs

Regardless of whether your customer captured a bug report from a device or usedadb logcat, the basic format of anevent log is:

timestamp PID TID log-level log-tag tag-values

All logs from Google Play include the log-tagFinsky. For example:

02-11 08:42:08.600 10031 14335 14335 IFinsky logged-message

To debug issues with Google Play, we recommend filtering out system messagesand messages from other apps. For example, with adb:

adblogcat|grepFinsky

Managed Play writes the following message to the log before it requests thelatest app policy:

Start enterprise client policy sync: account=...

If the policy syncs successfully, it writes:

Received enterprise client policy: account=...

If the policy fails to sync, it writes:

Error while getting the Enterprise client policy: ... for the account.

Example: policy sync error

The following example log shows a device that failed to sync with the latestmanaged Play policy because it wasn't connected to the internet. As a result,apps aren't installed or updated as required.

02-11 07:52:01.083 10030 22896 22896 W Finsky  : [2] jur.a(13):Error while getting the Enterprise client policy:accountID@android-for-work.gserviceaccount.com for the account.com.android.volley.NoConnectionError:org.chromium.net.impl.NetworkExceptionImpl:Exception in CronetUrlRequest:net::ERR_INTERNET_DISCONNECTED, ErrorCode=2, InternalErrorCode=-106, Retryable=false

Review app installs and updates

When a device syncs with managed Play policy successfully, any required appinstallations or updates are scheduled immediately. Managed Play doesn't logthe entire policy it receives, but you can view managed Play logs to check ifany apps have been scheduled for installation and follow the progress of theseinstallations.

Managed Play carries out app installations and updates over several steps,including downloading the APK, verifying the APK, and actually installing theAPK. To follow the progress of an app install or update, grep forFinskyand the app's package ID. You can find an app's package ID in the URL of itsGoogle Play Store page. For example,Google Chrome's package ID iscom.android.chrome.

To view logs related to the progress of installing or updating Google Chrome on a device, with adb:

adblogcat|grepFinsky|grepcom.android.chrome

If the app fails to install or update, the error and the stage that the installor update failed should be returned in these logs. If the app is installed orupdated successfully, the logs should contain a message similar to:

02-11 08:42:30.187 10031 14335 14335 I Finsky  : [2] mqd.c(4): IT:Successful install of com.android.chrome (isid: ...)