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How to submit a log

Updated

If you're experiencing issues with your Motion Wi-Fi Sensing Plugs and need to submit a log for review, follow these steps:

Steps to Submit a Log:

  1. Open the Threshold App:
    • The app automatically starts collecting log information for the last 10 operations performed since it was launched.

Important Note on Log Data:

  • If you close the app, all log data is deleted and cannot be restored. Opening the app again will start a new log session.

  1. Manual Submission Required:

    • Log data is not sent automatically. You need to submit the logs manually for review.

  2. Submitting the Log:

    • Go to Settings > App Logs in the app.
    • Provide a brief description of the issue you're experiencing.
    • Tap the Submit App Logs button.

  3. Receive App Log ID:

    • Once the log is submitted, you'll receive an App Log ID, which can be referenced in the Threshold app or when communicating with a Threshold Care representative.

Additional Information:

  • Developers do not assist with troubleshooting directly. If you need help resolving a bug or error, reach out to Threshold Care Customer Support.
 

How Can I Make a Useful Log Description?

To create a helpful log description, aim for clarity and detail. Here are some tips:

  • Be Specific: Include the date, time, and time zone when the issue occurred.

  • Detail Your Actions: Describe what you were doing, such as which button you pressed, which page you were on, and any error messages you saw.

  • Expected vs. Actual Outcome: Explain what you expected to happen versus what actually occurred.

IMPORTANT: Avoid including personal information, such as your email address, in the Description field. Threshold Care prioritizes your privacy, and personal log data is automatically deleted after 2 months.

 

 

What Information Is Collected in Logs?

Logs capture various details to assist with troubleshooting:

  • User Information: Includes the ID of the person submitting the log and their role in the Residence.

  • Device and Zone Details: Information about the device that sent the log and the specific Zone involved.

  • Event Information: Details about events and state changes that occurred during the session.

This data helps Threshold Care understand and resolve any issues you may encounter.

 

 

I Submitted a Log. What Happens with It Now?

After submitting a log, you’ll see the log number and the details you provided on the log page. Here’s what happens next:

  • Review Process: A designated team member will review your log to address the issue or document it for future reference.

  • Common Issues: If multiple users report the same problem, additional information may be requested to help resolve the issue.

You won’t receive direct feedback about your log. If troubleshooting assistance is needed, contact Threshold Customer Support. Logs are primarily used by developers to fix bugs.

Your personal information will be automatically deleted after 2 months, but you can choose to delete your log at any time before that.

 

 

How Is Log Data Protected?

Threshold Care takes privacy seriously. Here’s how log data is protected:

  • Automatic Deletion: Personal log data is deleted after two months. A summary record, including the submission date and non-personal details, is kept to track bug longevity and frequency.

  • Secure Storage: Log data is stored in a service that is not accessible via the Internet and is encoded at rest.

  • Limited Access: Only two trained personnel have access to the log data, ensuring its security.

While various security measures are in place, specific details are not disclosed publicly to maintain data integrity.

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