Find the Device Management Agent log files on users' computers

Log files generated by the Device Management Agent (DMA) are critical to diagnose bugs, crashes, and connection issues between the agent and MSPComplete. Log files are automatically uploaded to the log server; however, they must be manually retrieved when connection between DMA and MSPComplete is lost.

If the device is running Windows 7 or newer, you can use the utility linked below to gather the log files for you and place them in a zip file on the Desktop.  To use the utility, unpack both files in the zip file and run the .bat file.
DMALogPrepare.zip

If you have any other version of Windows, you will need to follow these steps to manually retrieve the DMA log files:

• If DMA was installed on the device with Administrator credentials (non-limited mode):
  1. On the device(s) experiencing problems with DMA, browse to these folder directories:
     • C:\Program Files (x86)\BitTitan
     • %LOCALAPPDATA%\BitTitan
  2. Right-click the BitTitan folder, and select Send to > Compressed (zipped) folder.
  3. Open the zipped file and remove the executable (.EXE) files to keep the compressed (.ZIP) file size small.
• If DMA was installed on the device without Administrator credentials (limited mode):
  1. On the device(s) experiencing problems with DMA, browse to this folder directory:
     • %LOCALAPPDATA%\BitTitan
  2. Right-click the BitTitan folder, and select Send to > Compressed (zipped) folder.
  3. Open the zipped file and go through the folders to remove the executable (.EXE) files to keep the compressed (.ZIP) file size small.
• Send the compressed (.ZIP) files to BitTitan Support upon request for assistance with diagnosing DMA issues. 

Note: Refer to the Troubleshoot connectivity between the Device Management Agent and MSPComplete article for additional steps to troubleshoot DMA.