> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://support.eatos.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # SUNMI POS Log Collection ### How to Obtain POS Log Files from iMin and SUNMI Devices POS logs enable the eatOS team to investigate issues accurately by recording device activity before, during, and after an incident. Support, QA, and Development use these logs to confirm issues, identify root causes, and validate fixes. Use this guide to collect logs from **iMin** and **SUNMI** devices. Begin with the POS app upload method for most POS-related issues. Use device management tools only when device, system, or file-level logs are required. ### Table of Contents * [iMin POS Log Collection](#1-imin-devices) * [SUNMI POS Log Collection](#1-sunmi-devices) ### Why Logs Are Important for eatOS Logs provide the technical evidence necessary to understand events on the POS device. Logs help the eatOS team: 1. **Confirm what happened** Logs capture app activity, errors, device behavior, requests, and system responses. 2. **Investigate issues faster** Logs reduce guesswork and help the team determine whether the issue originates from the POS app, device, network, backend, synchronization, database, or configuration. 3. **Reduce back-and-forth** Comprehensive logs enable Support, QA, and Development to investigate with fewer follow-up questions. 4. **Support proper escalation** Logs provide QA and Development with the information needed for in-depth issue review. 5. **Validate fixes** Logs help confirm if the issue has been resolved following a fix or update. 6. **Protect customer operations** Prompt log collection helps resolve issues that could impact ordering, payments, printing, synchronization, and daily restaurant operations. --- ### Before You Begin Before collecting logs, ensure the following: 1. Identify the device type: **iMin** or **SUNMI** 2. Ensure the POS device is connected to the internet 3. Verify the correct restaurant or location 4. Obtain the device serial number, if available 5. Reproduce the issue before uploading or collecting logs, if possible 6. Note the date and approximate time the issue occurred 7. Prepare a brief description of the issue for the support ticket or investigation record --- ### Introduction to iMin Log Collection iMin devices support log collection via the POS app and iMinKit Remote Management. For most POS app issues, use the **Upload Logs** option from the POS screen first. For device-level issues, use **iMinKit Remote Management** to locate the device, capture logs, and download files for review. ### Method 1: Upload Logs from the POS App Use this method for typical POS app issues. ### Option A: Upload Logs from the POS Drop-Down Menu 1. Open the **POS drop-down menu** 2. Select **Support** 3. Click **Upload Logs** 4. Wait for the upload to complete 5. Open the backend/dashboard where logs are reviewed 6. Locate the uploaded logs under the related device, restaurant, or support record ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/logs-from-the-pos-app_147fltd.gif) ### Option B: Upload Logs Using the Headset Icon Use this quicker method when the headset icon is available on the POS screen. 1. On the main **POS screen,** tap the **headset icon** on the upper-right side of the screen 2. Select **Upload Logs** 3. Wait for the upload to complete 4. Check the dashboard to confirm that the logs are available ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/logs-from-the-pos-app-alternat_12l2vsm.gif) || Note: This method provides a faster way to upload POS logs without going through Restaurant > Support. --- ### Method 2: Copy Local Logs to an Accessible Folder Use this method when the logs are stored locally but cannot be captured directly from the original folder. 1. Open the device file browser 2. Locate the log files on the device ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/imin-logs-stored-locally_ff1dr6.gif) 3. Copy the logs to an accessible folder, such as: **/sdcard/log** **Downloads** **iMinRemoteFilesFolder** 4. Go back to **iMinKit** 5. Open **Device Management > Remote Management** 6. Select the device 7. Click **More… > Capture Logs** 8. Select the copied log files 9. Click **Confirm** to download them The iMin cloud platform manual states that users can browse to **/sdcard/log** and use the capture logs operation to download the corresponding files. || Note: iMin announced that iMinKit device-management capabilities are migrating to KiwiCloud, with log retrieval among the capabilities being moved. iMinKit device management capabilities remain operational until December 31, 2026, but will no longer be maintained thereafter. --- ### Method 3: Capture Logs from iMinKit Remote Management Use this method when you need device or system logs from an iMin device. 1. Log in to **iMinKit** 2. Go to **Device Management** 3. Open **Remote Control** 4. Find the device a. **Filter by group** Select the group where the device is assigned, then choose the target device from the list ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/imin-group_1l7e5px.png) b. **Search by serial number** If you know the device serial number, enter it in the search bar to find the device directly ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/imin-search_19f6fnu.png) 5. Confirm that the device status is **Online** 6. Click **More** on the target device 7. Select **Capture files** 8. Select the required log files 9. Click **Confirm** 10. Download the captured logs ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/iminkit-remote-management_1xcymvi.gif) 11. Attach the logs to the support ticket, QA tracker, or investigation record iMin’s documentation confirms that Remote Management can retrieve logs when the device is online and connected to the cloud platform, using **Device Management > Remote Management > More… > Capture Logs**. [Back to top](#1-how-to-obtain-pos-log-files-from-imin-and-sunmi-devices) --- ### SUNMI Devices ### Introduction to SUNMI Log Collection SUNMI devices support log collection through the POS app and SUNMI remote support tools. For most POS app issues, use the **Upload Logs** option from the POS screen first. For device-level issues, use **SUNMI Remote Assistance**, **File Transfer**, or **ADB** when deeper troubleshooting is required. ### Method 1: Upload Logs from the POS App Use this method for standard POS app issues. ### Option A: Upload Logs from the POS Drop-Down Menu 1. Open the **POS drop-down menu** 2. Select **Support** 3. Click **Upload Logs** 4. Wait for the upload to complete 5. Open the backend/dashboard where logs are reviewed 6. Locate the uploaded logs under the related device, restaurant, or support record ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/logs-from-the-pos-app_zlspot.gif) ### Option B: Upload Logs Using the Headset Icon Use this quicker method when the headset icon is available on the POS screen. 1. On the main **POS screen,** tap the **headset icon** on the upper-right side of the screen 2. Select **Upload Logs** 3. Wait for the upload to complete ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/logs-from-the-pos-app-alternat_1m3dip9.gif) 4. Check the dashboard to confirm that the logs are available || Note: This method provides a faster way to upload POS logs without going through Restaurant > Support. --- ### Method 2: Collect Logs Using SUNMI Remote Assistance Use this method when you need to collect device-level logs or troubleshoot the device remotely. 1. Log in to the SUNMI Partner Platform 2. Go to **Device** 3. Select **Remote Management** 4. Find the target SUNMI device a. **Filter by group** Select the group where the device is assigned, then choose the target device from the list ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/group_2f2mja.png) b. **Search by serial number** If you know the device serial number, enter it in the search bar to find the device directly ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/search_1y6u4nh.png) 5. Confirm that the device is online 6. Hover your mouse over “More” to open the available device actions 7. Use the available remote tools to review device information, start remote assistance, or “**Get Log**” 8. Download or save the collected log files 9. Attach the logs to the support ticket, QA tracker, or investigation record ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/sunmi-remote-assistance-or-rem_19zb8lo.gif) SUNMI’s public materials confirm that SUNMI OS supports Remote Assistance and cloud-based device management through the SUNMI Partner Platform. Public SUNMI support material also references **Remote ADB debugging and log acquisition** under Remote Assistance. --- ### Method 3: Collect Logs Using File Transfer** Use this method when the device is already connected via **SUNMI Remote Assistance,** and you need to retrieve logs or files remotely. 1. Open the SUNMI remote session for the target device 2. Confirm that the device is **online** and under remote control 3. Go to the **bottom-left corner** of the remote session screen 4. Click **File Transfer** 5. Select **Get log** 6. Wait for the device file directory to load 7. Browse the device storage and locate the folder where the logs are saved 8. Select the required log file or log folder 9. Click **OK** to capture or download the selected logs 10. Save the downloaded logs and attach them to the support ticket or investigation record ![](https://storage.crisp.chat/users/helpdesk/website/-/7/4/2/6/74260be74e639800/sunmi-file-transfer_ldogyu.gif) 11. Attach the logs to the support ticket, QA tracker, or investigation record || Note: If the logs are stored in a restricted app folder, they may need to be moved or copied to an accessible folder first, such as Download, before they can be retrieved through File Transfer > Get log. [Back to top](#1-how-to-obtain-pos-log-files-from-imin-and-sunmi-devices) --- ### After Collecting Logs After uploading or downloading logs, complete the following: 1. Confirm that the log file was successfully uploaded or downloaded 2. Record the restaurant name 3. Record the device type: **iMin** or **SUNMI** 4. Record the device serial number, if available 5. Record the date and approximate time the issue occurred 6. Add a short description of the issue 7. Attach the logs to the support ticket, QA tracker, or investigation record 8. Notify the assigned team member that the logs are available for review --- ### Troubleshooting | **Issue** | **What to Do** | | The Upload Logs button does not respond | Restart the POS app and try again | | Logs do not appear on the dashboard | Wait a few minutes, then refresh the dashboard | | File Transfer cannot access the folder | Copy the logs to an accessible folder first | | The remote session does not connect | Confirm that the device is online and that remote access is enabled | | ADB does not detect the device | Confirm that USB Debugging is enabled and that the device is authorized by the computer | --- ### Best Practice Always start by **uploading logs** from the POS screen for standard POS app issues. Use **iMinKit** or **SUNMI Remote Assistance** when the issue involves the device, operating system, printer, network connection, hardware behavior, or deeper troubleshooting. For urgent issues, collect logs as soon as possible after reproducing the issue. Logs are most useful when they include the exact time and behavior connected to the reported problem. [Back to top](#1-how-to-obtain-pos-log-files-from-imin-and-sunmi-devices)