Generate General Logs for Your BlackBerry PlayBook

The BlackBerry PlayBook is almost a sentient being; it clearly knows what’s going on within and without itself any time it’s powered on. Just check the logs. Nearly every element of the operating system and most system apps generate a continuous stream of information about settings and events. Most of this data is never examined and the tablet throws out the records (oldest first) over time.

If you have a problem with any part of the BlackBerry PlayBook, the logs are somewhere you should look for solution. Contact BlackBerry support to begin the process and get an incident number.

The data may not make sense to you, but it can be sent automatically from your tablet to BlackBerry customer support if it has a functioning e-mail link, or you can copy the logs over to a personal or laptop computer and send them to RIM that way.

How to get and send logs from the PlayBook

Here’s how to create a log and send it by e-mail to customer support. Make sure you get an incident number from BlackBerry customer support before starting this process.

  1. From the home screen, click the help app.

  2. Tap the app you wish to investigate.

  3. Tap Support Tools.

    The Report Log Submission Form will appear.

  4. Tap the Incident Number box.

    The onscreen keyboard appears.

  5. Type the number given to you by BlackBerry customer support.

  6. Enter your e-mail address.

  7. Tap Create Report to generate a log.

  8. Tap Send to transmit the log by e-mail from your BlackBerry PlayBook.

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How to get and send logs from another device

Make sure you get an incident number from BlackBerry customer support before starting this process.

  1. From the home screen, click the help app.

  2. Tap the app you want to investigate.

  3. Tap Support Tools.

    The Report Log Submission Form will appear.

  4. Tap the Incident Number box.

    The onscreen keyboard appears.

  5. Tap Create Report.

  6. Attach your BlackBerry PlayBook to a personal or laptop computer using the USB cable.

    The device must be recognized by your computer.

  7. From the computer, go to the Documents folder on the PlayBook, and then go down one level deeper to the Logs folder.

  8. Locate the file automatically assigned the current date and time, with a filename extension of .pb.

    For example, 22052011.pb.

  9. Copy it to your computer.

  10. From the e-mail program on your computer, create a message to the address provided to you by BlackBerry technical support services.

    You’re given an incident number. Enter it on the screen so a technician can associate the log report with your BlackBerry PlayBook for analysis.

  11. Attach the log to the message!

  12. Tap Send.

    If you’re sending the message from your computer instead of your PlayBook, tap Cancel and then transfer the log file to the computer using the USB cable.

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