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Digital Banking FAQ

What should I do if I need to access mobile device logs?

In a perfect world, every end user has a seamless experience. In reality, sometimes technology goes awry. If an end user has trouble logging in to Banno Mobile or using the app, we’re swift to help and might ask you for the end user’s device logs. In order to send us the device logs, you’ll need to first determine if the end user’s logged in to Banno Mobile. Whether an end user uses Android or iOS, helping them will look same.

Occasionally the app crashes with an outdated version. If crashing occurs, first ensure that the end user has the newest app version published to their device’s app store. If the problem doesn’t resolve and you need to open a JIRA case, be sure to include the mobile device logs.

Logged in

If the end user is logged in to Banno Mobile, they can send you their device logs by starting a new conversation. The following steps will help guide the end user:

  1. From the user profile menu, select Settings.
  2. In the Settings menu, select Send Feedback.
  3. After the end user selects Send Feedback, a new conversation will automatically open. Within the new conversation, two .txt files—the device information and log—will already be attached.
  4. If needed, type a message in the dialogue box.
  5. Send the conversation by selecting the send button.
  6. After the email recipient receives the email, you’ll use ForClients to open a JS case.
  7. Complete the fields in the JS case, and attach the two .txt files.
  8. Submit the JS case.

Unable to login

If the end user is unable to log in to Banno Mobile, they can send you their device logs by directly emailing your institution. The following steps will help guide the end user:

  1. Decide the email address you, or your institution, want the end user to send their device logs.
  2. Share the email address with the end user. If they’re simultaneously calling and trying to login from the same device, they should write down or make note of the email address.
  3. On the Banno Mobile login screen, the end user needs to tap your institution’s logo seven times.
  4. An email composer will automatically open with two .txt files (device information and log) already attached.
    • In order to send you the files, the end user needs a registered email account—such as Gmail, Outlook, etc.—on their device. If the end user doesn’t have an email account registered on their device, they need to set one up.
  5. The Send field will be blank, and the end user will need to type in the email address you previously gave them.
  6. The end user taps Send, and the recipient should receive the end user’s email.
  7. After the email recipient receives the email, you’ll use ForClients to open a JS case.
  8. Complete the fields in the JS case and attach the two .txt files.
  9. Submit the JS case.