KNOWLEDGE BASE

Device Logs for the Tableau Mobile App on Android and iOS Devices


Published: 17 Jul 2017
Last Modified Date: 01 Mar 2019

Question

How to download a Tableau Mobile app device log from an Android or iOS phone or tablet.
 

Environment

  • Tableau Mobile app
  • Android phones and tablets
  • Apple iPhones and iPads

Answer

Instructions for downloading a device log from the newest release (February 26, 2019) of the Tableau Mobile app:
  1. Open the Tableau Mobile app and recreate the issue.
  2. Tap on the ellipse (three dots) in the upper right-hand corner and select "Help & Support", then tap "Send App Logs"
  3. The Mobile app device log will appear with places to enter a Support case number, if applicable, and a description of the issue.
  4. After adding a description and/or case number, tap the Share User-added image or Email User-added imageicon in the upper right-hand corner of the screen.
  5. If you choose Email, a pre-populated message will appear.  Make any desired edits, such as changing the address in the To: field (optional), and tap Send.
  6. If you select Share, tap OK and complete the Share process.  Choosing to email the log after selecting Share will result in a message that is not pre-populated.


Instructions for previous versions of the Tableau Mobile app:

The option is turned off by default, so if our Technical Support team need some logs from your mobile device, please follow the steps below:

Android

From the Login screen
  1. Open the Tableau Mobile app and, from the main app page, tap the ellipse in the upper left-right corner,
  2. Tap Settings and enable "Send Support Logs" by moving its slider to the right.
  3. Close the Tableau Mobile app to clear logs, then re-open it, and re-create the issue.
  4. Shake your mobile device to create and display an email message with the Mobile device log attached.
  5. Enter the details requested in the email (such as your name, your support case number and further information).
  6. Once done, tap Send.
  7. Disable "Send Support Logs" under Settings.
If you already are signed-in. 
  1. Open the Tableau Mobile app and, from the main app page, tap the upper-left corner menu (three horizontal bars) icon. 
  2. Tap Settings and enable "Send Support Logs" by moving its slider to the right.
  3. Close the Tableau Mobile app to clear logs, then re-open it, and re-create the issue.
  4. Shake your mobile device to create and display an email message with the Mobile device log attached.
  5. Enter the details requested in the email (such as your name, your support case number and further information).
  6. Once done, tap Send.
  7. Disable "Send Support Logs" under Settings.
You can change the To: field of the email message created in Step 4 to send the log file and/or the support case to yourself.

iPhone and iPad

  1. On the iOS device, tap Settings to open the utility.
  2. At the left, swipe up, and tap Tableau.  It will be very near the bottom of the list.
  3. At the right, enable "Send Support Logs".
  4. Open the Tableau Mobile app and re-create the issue, then shake your mobile device.  An email message will appear, with the Mobile device log attached.
  5. Enter the details requested in the email, and tap Send.
  6. Disable "Send Support Logs" under Settings > Tableau.
You can change the To: field of the email message created in Step 4 to send the log file and/or the support case to yourself.

Additional Information

A new version of the Tableau Mobile app was released on February 26th, 2019.  The roll-out will occur gradually over 7 days but, if you like, you can manually upgrade by uninstalling the Mobile app from your device and then re-installing it from the App Store or Google Play.


Discuss this article... Feedback Forum
Did this article resolve the issue?