Story Logs FAQ
How are logs captured?
Logs are captured depending on how & where the platform app is used.
Why is the Status empty in a log export?
The group export logs show an empty status if a user has not started the content, i.e. not interacted with the content yet.
What happens to logs when a user is deleted?
When a user is deleted, the majority of logs are deleted, but some historic logs are kept and anonymised.
Logs that get deleted when a user account is deleted include:
Content sub logs - pages, page logs, chapters, etc
Content Reviews
App Version sessions
Stream subscriptions
User meta
Uploads
Group invites
Cohort Location Roles
Logs anonymised for history:
Content log for state (single)
Chat messages are set to deleted but not removed
Pathway enrolment
Pathway logs
When should I delete user logs
If a user is no longer active on the app and has not deleted their account and/or app data, then their user logs can be deleted in order to free up storage space on an Enterprise (multi-account) tier.
Things that will lower the log count:
User account deletion
Deleting content
Deleting pathway
What are Timestamps?
One Device This is the most common scenario - someone signs into a single device and starts interacting with the content. The logs are uploaded as stories and streams are completed/viewed.
Multiple Devices As soon as a user starts a story, their logs are sent to the server. The server considers the latest timestamp on uploaded logs to be the master log. This allows multi-device transitions to work seamlessly. If users are logged into any other devices and have the app open, the devices will listen for the latest logs (chapters, pages, story). If they switch to another device and continue the story there, the story will open where the user left off.
Multiple Attempts If multiple attempts are allowed, a user can complete a story and then re-do it. The latest completion results will be stored in the story logs. If they have already completed the story and are then busy re-doing it, the logs will reflect the first attempt until the second attempt is completed.
If multiple attempts are not allowed, the user can complete the story and then view the story again (but can't re-do any of the activities again).
What happens if a story is repeated or removed?
If users choose to re-do a story on one device and then remove the story before completing it, they can start the story again on another device and will be able to pick up where they left off before removing the story.
What is Log Synchronisation?
The platform allows users to switch between multiple devices and pick up where they left off. Logs are synced across devices to ensure a user can pick up where they left off.
How are logs recorded?
Once all pages in a chapter are completed, the chapter is set to Complete" Once all chapters are completed, the story is set to Completed.
How can I report issues with the story logs?
When users report a story log discrepancy, the first line of support will be the support contact assigned by the account holder. The support team should:
Check story logs in Analytics and check for any mismatch in log & meta when viewing log.
If the meta and log match, it's likely that the user has not completed the entire story. The user must then be directed to complete the story.
If there is a mismatch, then the "Force Status" option can be used. If the support team feels that there is an issue, they can ask the user to submit an app debug report.
Who will receive my debug report?
When a debug report is filed, the Enterprise account will receive the report. Using this report, the Enterprise support team can then compare what is on the device to what has been recorded on analytics:
Check the debug report against the logs in analytics.
If there the debug logs don't match up with the analytic logs, then the "Force Status" option can be used to match the device logs.
If the device logs match the analytic logs, the user must then be directed to complete the story.
If the device logs look incorrect or neither of the steps assists with the issue, then go to step 5.
Go through the story to see if you can replicate the issue. If an issue occurs, submit a debug report from the app and escalate to GitHub with the link, else proceed to step 6.
Ask the user to redo the story. If issues still occur ask them to resubmit a debug report and escalate to GitHub with a report link.
What is an App Debug Report?
The app debug report allows the user to briefly describe their issue.
The user must submit the debug report from the device where the issue occurred.
Error logs are captured in the debug report which is used for technical stack tracing.
Debug reports show library items and story logs which assist in fixing analytic logs.
Full chapter logs will only synchronise with the platform once completed on the user's device.
Log Issues
If there is a problem with the Learning Story logs, this may show up as completion rates not being logged despite users having completed content.
When log issues occur it is likely related to:
Device-specific issues
Network-specific issues
Content targeting specific issues.
There are several possible reasons why log issues may occur:
The device encountered network issues during log uploads. Logs persistently upload to the server that have not synced. This may resolve the issue if the user opens the app again.
Access to the content targeting was changed before the logs were uploaded. This can lead to logs being wiped from the device.
Issues with the device itself, preventing logs from populating and syncing. Using the submit debug report can reveal device log issues, but not always.
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