To provide you with timely support, it is necessary to gather and submit information to the Hubitat support team. Please help us assist you by copying logs and capturing screenshots of driver and application pages that are related to, or are suspected to be related to, the issue.
The Community forum is also a helpful resource.
For detailed information about the Hubitat Logs page, please refer to the Logs documentation.
Many issues with devices and app code can be identified by using Logs in your Hubitat Web interface. Examining your logs can save you a lot of time and frustration by quickly pinpointing the line of code in the device or app that is generating an error.
Open your logs by selecting Logs on the left side of your Hubitat Web interface. If you have devices connected and active or apps configured, you should start seeing log details appear as those devices generate activity or the apps execute, depending on your log settings. (See the app or device page to enable additional logging if needed.)
Each log entry will be labeled with one of five codes
The trace, debug, info, and warn codes generally display routine messages from properly functioning devices or apps. Logs coded error are generally of concern and should be given special attention.
If you notice error in your logs, it will be followed by additional information to help diagnose the issue. Pay close attention to error entries that show “no signature of method" or "exception."
The affected device or app will be listed on the left side.
Error logs will normally also show which line of code is generating the specific error. If the error is in a custom driver or app, the log entry can give you clues to assist in debugging the code yourself, or contact the app/driver developer with this information. You may also use the search box to find specific log codes, dates, times, or text in the logs.
NOTE: If you encounter errors from a built-in app or driver, please ensure you contact the Hubitat Elevation™ support team or post in the Community forum.
To capture log files you can highlight, take a screenshot and send it as an email attachment to the Hubitat support team, or post in the the Community forums. Please do not take photos of screens with the camera of another device; this often does not provide a high enough resolution image to see all the detailed information captured in the logs. Screenshots are preferred over copy/paste (which often contains extra text and less formatting that makes them hard to read).
By default, the Logs page opens to "Current Logs." These are only captured in the window when it is open; therefore, you may wish to keep the Logs page open in a dedicated window or tab as you troubleshoot a problematic app or device. You may also obtain log data from the "Past Logs" tab on the logs page; however, these are stored in a limited buffer that will purge the oldest logs when full, so you may no longer have the information you need here if the problem was not recent enough.
When you open Logs, it will default to showing all log entries, which is a combined view of the logs from all Hubitat apps and drivers. While this is convenient to quickly view if errors or warnings are appearing in the logs, it may not show enough information to help the support team troubleshoot the issue you are experiencing. Here's how to isolate the logs from a specific driver or app.
Full screen capture is easily obtained by using a plugin for your browser. This quickly captures all the information on screen that would normally requires scrolling and multiple screenshots in order to provide support with everything needed. One of the simplest to use is named Full Page Screen Capture for Google Chrome.
If you have a Surface Pro tablet from Microsoft with Windows 10, you need to use different keyboard shortcuts because there is no PrtScn key on the Type Cover (unless you are using a different keyboard). Instead, Microsoft offers the following Surface-device specific shortcuts for Windows 10:
To capture screenshots on iOS or iPadOS devices, there are two different methods, depending on whether or not your device has a Home button.
For iOS devices with a home button, simultaneously press the home and power buttons. The resulting screenshot will be saved to the Photos app for upload to Hubitat Support.
iOS devices that do not have a home button require you hold the Side button on the right of your device and then immediately press the volume up button on the left side. The resulting screenshot will be saved to the Photos app for upload to Hubitat support.
To get to the App Status page, select the gear icon at the top right of your Rule Machine® rule, or other app.
In order to best assist you with the issue you are experiencing, please first try substituting any custom drivers with virtual or built-in drivers to see if the behavior can be reproduced.
Using built-in apps (Basic Rule, Rule Machine, Motion Lighting, etc.) and temporarily removing or disabling custom apps will help to establish a baseline for testing. Once the custom drivers and apps have been substituted for built-in drivers and apps, test your system to see if the issue persists. If your hub is still not performing as expected, escalate the problem to our support team.
Please include the following in support requests
NOTE: For Rule Machine®-specific support requests, please also include a brief description of what you want to accomplish with your rule. Please be as detailed as possible.
If removing the custom driver or app solves the issue, the problem is with the custom code. We do not support custom code but encourage you find the source of the problem and reach out to the developer directly (if it is not your own code). To find the code that is responsible for the issues you have been experiencing, add your custom drivers and apps back into your system one at a time, testing your system each time you add a custom driver or app. Once you pinpoint the driver or app code that is causing the issue, please contact the developer in order to resolve it. You can also post in the community to help others who may be experiencing similar issues.