Logs

The Logs tab lists the diagnostic logs that HYPR Mobile App devices and workstations upload to Control Center. Use it to find the logs for a user, device or workstation and download them, for example to attach to a HYPR Support case.

Viewing and downloading logs requires the Admin role. See Control Center User Roles.

Logs appear only for clients that upload them. If the tab stays empty, contact HYPR Support to confirm that log upload is enabled for your tenant.

Open the Logs Tab

• In Standard Mode: click Control Center Settings and go to the Logs tab.
• In Advanced Mode: click the Settings gear at the foot of the navigation pane to open Server Settings, and go to the Logs tab.

Find Logs

Each row is one device or workstation that uploaded logs in the selected time range:

Column	Shows
User	The user the device or workstation is registered to
Friendly name	The device or workstation name, with its device or machine ID beneath
App version	The version of the HYPR client that uploaded the logs
Type	Whether the row is a mobile device or a workstation
Last upload	The time of the most recent upload, and how many uploads fall in the time range

To narrow the list:

• Type in the search box to match a user, device, machine or version.
• Choose All, Devices or Machines to show one type of client.
• Set the date and time range. The list shows only uploads within that range.

Click Refresh to load uploads that arrived since the page opened.

Download Logs

To download the logs for one row, click its Download icon in the Actions column. To copy a link to the same download, click Copy download link. The link works only for a Control Center user with the Admin role.

Each download contains only the logs uploaded within the selected time range. To get logs from several devices or workstations, download each row.

Frequently Asked Questions

When are logs uploaded?

Windows

• When the system boots.
• Following any login or unlock.
• Every 30 minutes (the interval can be configured).
• Users can request an immediate upload by clicking Contact Support. They can include a description of their problem, which is included with the logs.

Mac

• Every 6 hours (the interval can be changed in the configuration file).
• Every 1 hour if the prior upload was unsuccessful.
• Up to 8 MB of log data per upload. Later logs go in the next upload.

Mobile

• When the app opens or comes to the foreground.
• Every 2 minutes while the app is open (not while it's closed or in the background).

Note: All uploads are incremental – Only new logs since the last upload are sent.

What logs are uploaded?

Windows

• Logs from the HYPR Passwordless application (C:\Program Files\HYPR\Log directory).
• Windows System, Application, and Security event logs. Optional. Enabled by default.

Mac

• Logs from the HYPR Passwordless application (/Library/Logs/HYPR directory).
• MacOS system logs for the smartcard subsystem during the time an authentication is performed.

Mobile

• Logs from the HYPR Mobile App.

What information might the logs contain?

Workstation logs (Windows and Mac) contain details of the interaction between the HYPR Passwordless application and Control Center, which includes some information about mobile devices. These logs also contain details of the interaction between HYPR Passwordless and the operating system.

Mobile logs contain the details of the interaction between the HYPR Mobile App and Control Center, which includes some information about workstations.

Security-critical information (for example, encryption keys, PINs and API tokens) is redacted from HYPR's logs. Redaction occurs as the logs are created, not separately during upload. HYPR's logs will contain user login identifiers, device names, email addresses and network addresses. Some may consider this information sensitive, but it is required for troubleshooting.

Windows event logs contain information recorded by the operating system and by installed applications, and may include sensitive data. HYPR can't redact the Windows logs.

How can customers disable uploads?

Log uploads can be enabled or disabled for the entire tenant using a Control Center feature flag.

Windows workstations can be configured to include or exclude the Windows event logs, according to your organization's security and privacy requirements.

What happens when uploads are disabled?

If uploads are disabled, your organization is responsible for coordinating with affected users to collect the required logs and submit them to HYPR Support. Troubleshooting that depends on these logs cannot proceed until they are provided.

Who can access uploaded logs?

Control Center Admin role is required. See Control Center User Roles.

How long are logs retained?

Uploaded logs are retained by Control Center for 30 days.

Logs are stored locally on workstations and mobile devices before being uploaded, and are not deleted after upload. Local logs are capped at a maximum size, with older logs deleted to make room for new logs. Local logs are not retained based on age.

Mobile devices have limited storage, and log data is typically only retained for a day or two. Retention may be measured in hours if the device is actively used. It is possible that data will be retained longer, but unlikely.

Workstations have much more storage space. Different parts of the HYPR Passwordless application create their own log, and each is managed separately. The result is that some logs may contain information older than 30 days while others have less. It depends on system activity, and will likely vary between machines. (This is the same way that Windows manages its own event logs.)