Investigate the device before sending someone to site.
Start with what the device has reported, request the evidence you need, and view its screen when an operator can approve sharing. Soar brings device state, application details, logs, and permitted commands into the management workspace.
Walk through a device support caseFind the cause before sending someone to site
| Check | Use in Soar |
|---|---|
| Has the terminal checked in? | Device status and last-seen information. |
| Is the setup correct? | Assigned and reported configuration, installed packages, and versions. |
| What does the operator see? | A screen-view request for an online device, with operator approval. |
| What happened at the time? | Logs filtered by application package and time range. |
| Did the action finish? | Command-target status and acknowledgements for each device. |
Collect the relevant logs
Select an application package and time window. Track the collection request, then preview or download returned files. Requests can include records the device uploaded earlier.
- Set severity, local retention, upload cadence, and hourly rate limits in the configuration.
- Use a focused request for an incident and routine collection for ongoing support.
Send an action and check its result
Permitted commands include reboot, lock/unlock, and selected radio controls. Target devices, groups, or configurations and review each device’s acknowledgement.
Creating a command does not mean the device completed it. Quick commands, full commands, wipe, and screen viewing have separate permission checks.