How do I download logs for support from an offline BYOC Premises Edge?

Note: This FAQ only pertains to hardware Edges (Genesys Hardware Solution or Customer Hardware Solution) If you have a VM Edge (Customer VM Solution), you’ll need to contact Customer Care.

To export logs from an offline BYOC Premises Edge to a USB flash drive, use the external LCD menu and follow the path Settings > Diagnostics > Copy Today’s Logs to E:. 

If you do not have an external LCD, you can still copy log files to a USB flash drive. To do so:

  1.  Create a folder path on your USB drive in the format: \EDGELOGS\YYYY-MM-DD.
    • For example, E\EDGELOGS\2023\01\23.
  2. Insert the USB flash drive into the Edge.

If log files with that date are present on the Edge, they will be automatically copied to the USB flash drive.

Note: It can take several minutes to copy the log files to the USB flash drive.