How to: Download logs from Aware and Ava cameras

Last modified: Wednesday October 11, 2023.

To assist the Avigilon Alta Support team with troubleshooting any issues you have with your Alta cloud-based video security solution, download the log files from Aware and attach them to the support case that you raise.

Task — Download Aware logs

1. Choose Tools > System.
2. Click Deployment > Settings.
3. Select Logs.
4. Click Download.
   The log files are downloaded to the default download location on your computer.

   Two sets of zipped files are downloaded. One contains information relating to cameras and Cloud Connectors (if applicable) attached to your deployment, and the other contains information relating to the Aware user interface.

Task — Download Cloud Connector logs from the Aware user interface

1. Choose Tools > System.
2. Select the Cloud Connector of interest.
3. Click Edit settings.
4. From Cloud connector > Maintenance.
5. Click Download logs.
6. Choose to optionally Include detailed device connection logs.

   The detailed device connection logs are useful if you suspect that the Cloud Connector is experiencing network connectivity issues.

7. Click Download.
   The log files are downloaded to the default download location on your computer.

   Two sets of zipped files are downloaded. One contains information relating to the selected Cloud Connector, and the other contains information relating to the Aware user interface.

Task — Download camera logs from the Aware user interface

1. Choose Open a tool > Devices.
2. Select Cameras.
3. Select the Avigilon Ava camera of interest.
4. Click Settings > Edit settings.
5. Select Settings > Maintenance.
6. Click Download camera logs.
   The log files are downloaded to the default download location on your computer.