HowTo download logs from TBS System

HowTo download logs from TBS System

This article explains how to download the logs from TBS system to share while creating the ticket in the Help Center or share it with the TBS Support team during the troubleshooting since it contains the detailed information related to version, workflow and state of the system.

The logs on the the BME Server software, devices and EnrollClient/Biometric Client Service (BCS) needs to be retrieved using different procedure which is explained below. The logs required for analysis depend on the issue. In case of device specific issues, only device logs are sufficient and same for server and BCS. In case of communication issue between server and device, both logs are required for 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 along with the ticket.

2. Device Logs:

The device logs contain details related to firmware version, status of the services and errors reported during the operational workflow.

  • - 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.





Its recommended to download the logs when the issue is reproduced to capture the runtime information of the device during the error. If this is not possible, because the DC interface is not accessible at the time of error or since the device is hanging/freezing periodically losing runtime status at time of error, the Persistent logging needs to be enabled so that the logs are stored in persistent memory and retained even after the device reboot.  

  • - 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.

  • - Click Apply.



  • 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 with TBS team or 

  • 3. EnrollClient/BCS Logs:

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

    2. - Please zip the contents of 'logs' folder available under the service folder and share it for analysis.

  • By default, these logs contain only the errors. the log level could be increased using the BCS Config using following procedure

    • - Open BCS config (http://localhost:8281)

    • - 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 and share the logs as explained above.



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