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Authentication (Log In) Logs

Authentication (Log In) Logs

What Are These Logs For?

They allow you to see which events occur in the app on the login screens and why a particular error occurs.
Login logs are needed when you can't connect to the app. You collect them on the sign-in screens. If you are already signed in, you don’t need to sign out of the application just for these logs: collect diagnostics on the About screen.

Authentication Logs From the Android App

Initial Screen Displays Steps
“Select Login Method”
  • Return to the first screen for login method selection.
  • Tap the text Select login method multiple times until a log recording notification appears. The Android notification panel will display the message: “Debugging in progress, don’t forget to turn off.”
  • Reproduce the issue occurring on the login screen or immediately after logging in.
  • Open the notification panel, tap the message “Debugging in progress, don’t forget to turn off,” then select Stop > Share. Or, if you’ve logged into the app, go to the About section and tap Stop and share.
“Enter Phone Number”
  • Return to the first screen for phone number input.
  • Tap the text Enter phone number multiple times until a log recording notification appears. The Android notification panel will display the message: “Debugging in progress, don’t forget to turn off.”
  • Reproduce the issue occurring on the login screen or immediately after logging in.
  • Open the notification panel, tap the message “Debugging in progress, don’t forget to turn off,” then select Stop > Share. Or, if you’ve logged into the app, go to the About section and tap Stop and share.

Authentication Logs From the iOS App

Initial Screen Displays Steps
“Select Login Method”
  • Return to the first screen for login method selection.
  • Tap the text Select login method multiple times until a log recording notification appears.
  • Reproduce the issue occurring on the login screen or immediately after logging in.
  • Tap the question mark button at the bottom of the screen or, if you’ve logged into the app, go to the About section and select Stop and share.
“Enter Phone Number”
  • Return to the first screen for phone number input.
  • Tap the text Enter phone number multiple times until a log recording notification appears.
  • Reproduce the issue occurring on the login screen or immediately after logging in.
  • Tap the question mark button at the bottom of the screen or, if you’ve logged into the app, go to the About section and select Stop and share.

Authentication Logs From the Aurora App

This feature is currently unavailable in the Aurora app. You can only collect logs from after signing in to the app from the engineering menu.

Authentication Logs From the Web/Desktop App

Error Report

In an pop-up error message, click More details. Expand the data block to view the error cause in the window.

Developer Console Diagnostics

To collect logs or diagnose network requests for issues on the login screen:

  1. Open the browser or desktop app console:
    Platform Path
    Chrome, Edge, Opera, Yandex Browser, Desktop App Press F12 (or Fn + F12).
    Safari (macOS) Press Option + Cmd + C or right-click anywhere on the page and select Inspect Element.
    If the console does not open, enable the developer features: Safari > Settings > Advanced > Show features for web developers. The name and contents of the developer menu vary across Safari versions.
  2. Go to the Console tab.
  3. Reproduce the login issue.
  4. Find the latest error (red text) and click the link in it.
  5. In the Network tab, select the corresponding request.
  6. In the error description, open the Response tab.
  7. The Reason value will indicate the error cause. You can copy it (or take a screenshot) and send it to support.

Server Authentication Logs

For Administrators: Server Auth Logs

Login attempts and error reasons are available in the admin panel:

Section Description
Audit View failed login attempts on
CTS
,
eCTS
. Click on event ID for details.
Containers Collect service logs:
  • ad_integration — diagnose Active Directory/OpenID synchronization on
    CTS
    /
    eCTS
    ;
  • authentication — user authentication logs (only on
    RTS
    ,
    ETS
    );
  • email_notifications — if the confirmation code from
    CTS
    /
    eCTS
    doesn’t arrive via email.
E-mail To test email sending from a server, use the Test e-mail delivery function.