In this article

Use this article to diagnose and resolve common iOS Roaming Client issues. The steps below cover basic device checks, debug log collection, and crash log collection. Contact DNSFilter Support if the issue persists after completing the applicable steps.

System quick check

In some cases, device configuration adjustments resolve the issue without further troubleshooting. Check the following before collecting logs:

• Network connectivity. Confirm the device is connected to a stable Wi-Fi or cellular network. Open Safari and attempt to access a website. If the connection fails, troubleshoot the internet connection before proceeding
• App restart. Close the DNSFilter Roaming Client app completely and reopen it
• App update. From the App Store, search for DNSFilter and install any available updates
• Device reboot. Power the iOS device off and back on
• iOS update. From the device, navigate to Settings and select General, then select Software Update to check for and install available updates

Send debug logs

Debug logs capture detailed information about agent activity and help DNSFilter Support identify the cause of filtering, connectivity, or registration issues. Collect and send logs while the issue is active or immediately after replicating it to ensure the most relevant data is captured.

Follow these steps to enable Debug Logging and send the logs to DNSFilter Support to review.

Step one: Enable Debug Logs

To enable debug logs for detailed troubleshooting:

1. Open the DNSFilter Roaming Client app
2. Go to Status
3. Toggle on the Debug Logging option
4. Enter the Mobile Admin Pin from the DNSFilter dashboard
   1. Navigate to Deployments and select Roaming Clients
   2. Locate the iOS agent from the Roaming Client list
      1. From the Action menu, select the drop down caret
      2. Scroll to Pins
      3. Copy the Mobile Admin Pin 
         
   3. Navigate back to the iOS device and enter the Pin
5. Toggle on Enable Debug Logging

Debug Logging is now active. 

Step two: Populate and send the logs

1. Use the iOS device to replicate the issue
2. Navigate back to the Debug settings
3. Select Email Debug Logging
4. Select Send

This sends the debug logs to the DNSFilter Support inbox. Notify Support after sending by replying to the existing thread or opening a new request.

Collect crash logs

Crash logs are generated by iOS when an app crashes or encounters a significant error. These logs capture the state of the app at the time of the crash and help DNSFilter Support identify and resolve the issue.

Collect crash logs directly from the device via Analytics Data, or connect to a mac device and collect them from the Console.

When using the search bar in Analytics Data or Console, search for DNSFilter to filter relevant logs.

If collecting logs from a Mac Console, complete these additional steps:

1. From the Console menu, select Action and enable Include Info Messages and Include Debug Messages
2. Allow the logs to run for 30 minutes
3. Copy and paste the Console output into a TextEdit file
4. Save the file and send it to DNSFilter Support for review