HelixNet (version 4.1 and higher), LQ (version 4.1 and higher) and FreeSpeakII Base II (version 1.5.2 and higher) include the ability to write live logs to a USB memory stick

The functionality is intended for system troubleshooting with Clear-Com’s technical support team and not required for regular system use.

The USB memory stick needs to include a folder called “tweaks” and containing an empty file called “logs” without a file extension.

The “logs” can be generated by adding a new text file, renaming to “logs” and deleting the file extension.  To be able to edit the file extension the extension needs to be visible.

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Finally the directory should look like this

USB > Tweaks > Logs

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Once the USB memory stick has been inserted into the device the state of the USB logger can be checked from the front panel under the Administration menu or in the CCM’s General tab under Maintenance.

These locations should show that the logger is running and the front panel will show how much space remains on the USB memory stick. The device may need 1-2 minutes to recognize the USB and start the logger.

Once removed from the device the logs will be in compressed archives and possibly a file called “messages”.  These files should be forwarded to Clear-Com along with the system “Support Info”.

If the logging continues overnight, the files are automatically zipped at 4 am. If you remove, and then re-insert the USB, existing files will automatically be zipped, and a new log file will be started.

The USB should be at least 3 GB. If there is ≤500 MB on the USB, the logger will automatically delete the oldest file to make room for new files.

Please note that it is best to use USB memory sticks that are 16 GB or less for HelixNet.