How to access and extract the event logs on a BlackBerry smartphone (KB05349)

Debug logs provide information to assist with troubleshooting issues that occur on the BlackBerry smartphone. To access event log information, complete the appropriate procedure.

 

Note: Debug info logging cannot be turned on if content protection is enabled on the BlackBerry smartphone. To disable content protection on the BlackBerry smartphone, see article KB11963.


Enable debug logs on a BlackBerry smartphone that has either a QWERTY keyboard or a SureType® keyboard

  1. From the Home screen of the BlackBerry smartphone, hold down the Alt key and then type LGLG.
  2. If the Event Log screen displays Debug Infoin brackets, go to step 3. Otherwise, set the Event Log screen to display the debug information by completing the following steps:
    1. Display the menu and click Options.
    2. Click Min log level and then display the menu.
    3. Click Change Option > Debug Info.
    4. Display the menu and then click Save.
  3. On the Event Log screen, display the menu and click Clear Log. In the confirmation dialog box, click Delete.

Enable debug logs on a BlackBerry® Storm™ 9500 smartphone

In portrait view, using the SureType keyboard, perform the following steps:

  1. From the Home screen of the BlackBerry smartphone, display the menu and then click Show Keyboard.

    Note:
    For BlackBerry Storm 9500 series smartphones running BlackBerry Device Software version 5.0, a convenience key needs to be set to the virtual keyboard for the keyboard to display in portrait view. For more information, see KB19960.
  2. Hold the number key to lock the number keyboard. The 123 icon appears at the top right of the screen, and a small lock appears on the number key.
  3. Press the ( , ) ( 5 ) ( , ) ( 5 ) keys.
  4. If the Event Log screen displays Debug Infoin brackets, go to step 5. Otherwise, set the Event Log screen to display the debug information by completing the following steps:
    1. Display the menu and click Options.
    2. Click Min log level and then display the menu.
    3. Click Change Option > Debug Info.
    4. Display the menu and click Save.
  5. On the Event Log screen, display the menu and click Clear Log. In the confirmation dialog box, click Delete.

In landscape view, using the QWERTY keyboard, perform the following steps:

  1. From the Home screen of the BlackBerry smartphone, display the menu and then click Show Keyboard.
  2. Hold the number key to lock the number keyboard. The 123 icon appears at the top right of the screen, and a small lock appears on the number key.
  3. Press the ( " ) ( / ) ( " ) ( / ) keys.
  4. If the Event Log screen displays Debug Infoin brackets, go to step 5. Otherwise, set the Event Log screen to display the Debug information by completing the following steps:
    1. Display the menu and click Options.
    2. Click Min log level and then display the menu.
    3. Click Change Option > Debug Info.
    4. Display the menu and click Save.
  5. On the Event Log screen, display the menu and click Clear Log. In the confirmation dialog box, click Delete.



 


Additional Information

Extract a full copy of BlackBerry smartphone event logs to a text file

Complete logs can be extracted from the BlackBerry smartphone using the Loader.exe application following the troubleshooting process for an issue. To extract the logs, complete the following steps:

  1. Install BlackBerry® Desktop Manager version 4.7 or visit http://na.blackberry.com/eng/update/ and install the necessary components over the wireless network.
  2. Connect the BlackBerry smartphone to the computer using a USB cable.
  3. At a command prompt, change the directory to:

    C:\Program Files\Common Files\Research In Motion\AppLoader

    On a 64 bit system, change the directory to:

    C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
    .
  4. Type Loader.exe /eventlog c:\log.txt

    The log.txt file is the extracted log and should appear on the C:\ drive.

Save a copy of the BlackBerry smartphone event logs

Save a copy of the debug logs by completing the following steps:

  1. On the Home screen of the BlackBerry smartphone, hold down the Alt key and type LGLG.
  2. Display the menu and select Copy Day's Contents.
  3. Paste the contents into the body of an email message and send the email message to an email address.

Show Keyboard menu option is missing from the Home Screen on the BlackBerry Storm smartphone (KB19960)

Overview

The Show Keyboard menu option is missing from the Home Screen of the BlackBerry Storm smartphone after upgrading to BlackBerry® Device Software version 5.0.

Workaround

 

In order to display the keyboard on the BlackBerry Storm smartphone Home Screen, perform the following:

  1. Click Options.
  2. Select the Screen/Keyboard menu option.
  3. Scroll down and assign Virtual Keyboard to either the Right Side Convenience Key Opens: or Left Side Convenience Key Opens: option.
  4. Save the changes by escaping from the Screen/Keyboard menu.
  5. Return to the BlackBerry Storm smartphone's Home Screen.
  6. Click either the Left or Right Side Convenience Key.

 

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