When end users report network access issues with their iOS, Android, or ChromeOS devices, administrators typically need to instruct them to manually collect and share diagnostic logs, creating a time-consuming back-and-forth process that delays issue resolution. End users often don't know how to perform these tasks or may be unavailable. This manual process extends support ticket resolution times and can leave critical connectivity issues unresolved.

The Prisma® Access Agent remote log collection feature eliminates these challenges by enabling you to retrieve agent logs directly through the Endpoint Management page without requiring any action from end users. When you initiate log collection through the Endpoint Management page, the system automatically generates comprehensive diagnostic logs on the mobile device and transmits them to you within moments.

The collected logs include agent operational data that provide the necessary information to diagnose connectivity problems, authentication failures, and other network access issues. You can download and analyze these logs following similar processes for Windows and macOS Prisma Access Agent deployments. The feature works when mobile devices are in a connected state and you can download and analyze the logs at any time.