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How to enable ActiveSync debug, XML, and/or WBXML logging by device or account

If requested by technical support, please follow these instructions to enable debug, XML, and/or WBXML logging for trouble-shooting ActiveSync issues.  This article also contains instructions on submitting this information to technical support.

Enable Advanced management options for ActiveSync:

  1. Select Setup
  2. Select Mobile Device Management
  3. Select ActiveSync for MDaemon 
  4. Check Enable advanced management options
  5. Click OK to close Mobile Device Management 
  6. Re-open Mobile Device Management to view advanced options

Enable debug logs for all ActiveSync connections (MDaemon 18.0 and above):

  1. Select Setup
  2. Select Mobile Device Management
  3. Select Diagnostics
  4. Select Debug in the Minimum debugger log level section

Enable debug logs for all ActiveSync connections (MDaemon 17.5 and below):

  1. Select Setup
  2. Select Mobile Device Management
  3. Expand ActiveSync for MDaemon
  4. Select Tuning
  5. In the Logging section, change the Log level to Debug
  6. Click OK to apply settings and close Mobile Device Management

 

To Enable XML/WBXML logging for all devices:

  1. Select Setup
  2. Select Mobile Device Management
  3. Expand ActiveSync for MDaemon
  4. Select Client Settings
  5. Check Archive XML requests and responses
  6. Check Archive WBXML requests and responses
  7. Click OK 

To Enable XML/WBXML logging per account:

  1. Select Accounts
  2. Select Edit Account
  3. Double click the account in question
  4. Expand ActiveSync of MDaemon
  5. Select Client Settings
  6. Check Archive XML requests and responses
  7. Check Archive WBXML requests and responses
    - If the checkbox contains a Square, select it once to clear the check box, and once again to enable the feature.
  8. Click OK


After reproducing the issue with debug logging enabled, please obtain the following files:

  1. A copy of this file:  \MDaemon\Logs\AirSync-YYYYMMDD.log
  2. A copy of this file:  \MDaemon\Data\AirSync.ini
  3. All of the files in this folder:  \MDaemon\Logs\AirSync\(current date)\(username)

Compress all of those requested files/folders into your preferred container file (zip/rar/7z/etc..) and rename the file with your e-mail address.


Upload the container file to our FTP server using the credentials below:

Server:  ftp://smtp.altn.com
Username:  Uploader
Password:  incoming


After successfully uploading that file to our FTP server, please notify the technician that is handling your case.