HowTo download logs from TBS System

HowTo download logs from TBS System

This article explains how to collect and download logs from the TBS system for troubleshooting purposes. The logs should be attached when creating a ticket in the TBS Help Center or shared with the TBS Support Team upon request, as they contain detailed information about the system version, configuration, workflow, and operational state, which is essential for efficient analysis.

Logs from different TBS components must be collected using different procedures, as described below:

  1. BME Server logs
  2. Device logs
  3. EnrollClient / Biometric Client Service (BCS) logs
For device-specific issues, only the device logs are typically required. For server-related issues, only the BME Server logs are generally sufficient. For EnrollClient/BCS issues, only the corresponding client logs are needed.

For communication or synchronization issues between the server and devices, logs from both the server and the affected device(s) are required to perform a complete analysis.

1. Server Logs: 

The Server logs need to be retrieved directly from the BME server machine using below procedure. They are set by default to log the errors during communication or operation on the server.

  1. - Navigate to the BME Installation Folder in File Explorer, by default its : C:\TBS\BIOMANAGER_ENTERPRISE

  2. - Please zip the '_logs' folder and share it.

2. Device Logs:

The device logs contain detailed information about the firmware version, the status of device services, and any errors or events reported during normal operation, making them essential for troubleshooting and root cause analysis.

  • - Login to the DC by entering https://<device-ip-address> in web browser  and if it the 3D Flash+ terminal, https://<device-ip-address>:8808

  • - Login with the default credentials or the custom credentials if it has been modified in your site. If you have any errors showing while logging in, then resolve it using steps mentioned in this KB article HowTo - Resolve DeviceConfig login error

  • - Go to Maintenance Tab

  • - Navigate to Device Logs to the left side of the page

  • - Under Download Logs section, click ‘Download’

  • - It will be downloaded as “tbs-device-full.tbslog” file which should be shared with TBS team.





If this is not possible—for example, because the DeviceConfig (DC) interface is inaccessible during the failure, or the device is hanging or freezing and loses its runtime status after a reboot—you should enable Persistent Logging. This ensures that the logs are stored in persistent memory and are retained even after the device restarts, allowing the relevant diagnostic information to be retrieved later for analysis. It should be enabled as follows.

  • - Go to Maintenance tab -> Device logs.

  • - Navigate to Settings on the Device Logs page.

  • - Click on drop down menu under Logging Location.

  • - Select Persistent Logging and Click Apply.

  • - Download the logs after issue is reproduced and share it.



  • Warning
    Enabling Persistent Logging for longer duration can cause device slowness or storage malfunction, hence enable it only when the logs cannot be downloaded during the error state or when directed by the TBS Support Team. Disable it after the logs have been shared.

  • 3. EnrollClient/BCS Logs:

  • These logs are required to troubleshoot the issues related to EnrollClient or Biometric Client Service (BCS).
    • - Navigate to the BCS Installation Folder in File Explorer, by default its C:\TBS\BioClientService
      - Please zip the contents of 'logs' folder available under the service folder and share it for analysis.

    • By default, the log level is set to 3 - Error logging only the errors - the log level could be increased using the BCS Config using following procedure:
    • - Open BCS config (http://localhost:8281) in web browser
      - Navigate to Logs on the left.
      - Click on drop down menu Priority Level and set it to either 4-Warning, 5-Notice, 6-Information based on the TBS team's input
      - Click Apply (Ctrl + S)
      - Restart the BCS using the command mentioned in the same page 
      - Reproduce the issue, download and share the logs as explained above.

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