When you're logged in to the Rainbow application, you can easily report an issue with the Report a problem function, which will automatically make your log files available to the support team. While still logged in, you can also select the “Save or Open logs” option from the “About” menu to share them with the support team. In some cases, however, you may not be able to connect to the application, and you may not be able to use the application's Report a problem or Save/Open logs functions.
Various problems may prevent you from connecting to the application. This article describes how to access Rainbow Client logs when you can't connect to Rainbow.
Desktop application (Windows)
Application log files are located in the user's local temp folder.
To access any user’s Local temp folder, type the following variable either in Windows Explorer’s Address Bar or from Start -> Run (WinKey + R):
Then open the Logs folder located into \Temp\Alcatel-Lucent Enterprise\Rainbow\
Select all files and make them into a zip archive.
If you have activated the Rainbow add-in for Outlook® you may have to close Outlook® before making the zip archive.
You can also find some installation log files located in the user's roaming folder.
To access any user’s Roaming AppData folder, type the following variable either in Windows Explorer’s Address Bar or from Start -> Run (WinKey + R):
Then open the Rainbow folder located into \Roaming\Alcatel-Lucent Enterprise\
Select all "Setup Log xxxx-xx-xx #xxx.txt" files and make them into a zip archive.
Desktop application (MacOS)
Application and installation log files are located in the Library / Application Support folder.
Open the Go to Folder menu
Go to folder: ~/Library/Application Support/Alcatel-Lucent Enterprise/Rainbow/logs
Select all files and make them into a zip archive.
Android
Rainbow Android application log files can't be retrieved as such but you can still access to the option to send the logs.
Go to Rainbow settings through Android application settings and select Storage & cache.
Select Clear storage.
Rainbow settings menu opens, scroll to the end and select Support.
Use the Send logs button to send logs with your email application, for example.
Go to Rainbow settings through Android application settings and select Storage.
Select Clear data.
Select Manage space.
Rainbow settings menu opens, scroll to the end and select Support.
Use the Send logs button to send logs with your email application, for example.
iPhone
Rainbow iOS application log files can't be retrieved as such but some iOS system logs may help analysing an issue.
Open iOS Settings menu and navigate to Privacy & Security.
Open Analytics & Improvements.
Open Analytics Data.
Share the file starting with Rainbow- for example with your email client.
Note: If you can't connect but you're able to open Rainbow login screen you can display the option to send the logs by email by quickly shaking the phone.