There is information in the background of Mobilyze's activity that can help Tech Support and the Developers troubleshoot issues. In order to view and capture Mobilyze's background activity, the Debug Console must be opened and remain open. Please follow the steps below to enable the Debug Console.
To enable the Mobilyze Debug Console:
1- Hold down the SHIFT key while clicking on [Help] menu (Win) or [Mobilyze] menu (Mac) and select [About Mobilyze]. A window will appear in the lower left corner called 'Debug Console'.
2- At the bottom of the console under the gray line, type the word logfile and hit the enter key. This will create a text file on your desktop called ConsoleLog.txt which records the Debug Console data.
NOTE: You can dismiss the ‘About Mobilyze’ window but leave the ‘Debug Console’ window open.
IMPORTANT: We request that you enable the Debug Console before starting the collection so that all debug output is captured from the beginning.
If you are encountering an issue or error, please send the ConsoleLog.txt file from your desktop to the Tech Support team at support@blackbagtech.com.
Please also include the following information:
1- What OS version is running on your analysis machine?
2- Where is the location of the Mobilyze CASE FILE? (User Documents {default location}, external drive, etc)
3- What is the make and model of the mobile device?
4- What OS version is running on the mobile device?
5- Are you attaching the mobile device with a genuine manufacturer cable? Have you tried more than one cable? (note- cables from other forensic software are usually not compatible with Mobilyze)
6- What steps did you take before you encountered the issue/problem/error?