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# Collect and use diagnostic information from HoloLens devices
HoloLens users and administrators have four methods to choose from to collect diagnostic information from HoloLens:
HoloLens users and administrators can choose from among four different methods to collect diagnostic information from HoloLens:
- Feedback Hub app
- DiagnosticLog CSP
@ -30,20 +30,20 @@ HoloLens users and administrators have four methods to choose from to collect di
- Fallback diagnostics
> [!IMPORTANT]
> Device diagnostic logs contain PII information, such as information about what processes or applications that the user launched during typical operations. When multiple users share a HoloLens device, for example, when users sign in to the same device by using different Microsoft Azure Active Directory (AAD) accounts, the diagnostic logs may contain PII information that pertains to multiple users. For more information, see [Microsoft Privacy statement](https://privacy.microsoft.com/privacystatement).
> Device diagnostic logs contain personally identifiable information (PII), such as about what processes or applications the user starts during typical operations. When multiple users share a HoloLens device (for example, users sign in to the same device by using different Microsoft Azure Active Directory (AAD) accounts) the diagnostic logs may contain PII information that applies to multiple users. For more information, see [Microsoft Privacy statement](https://privacy.microsoft.com/privacystatement).
The following table compares the four methods. The table includes links to more detailed information that follows the table.
The following table compares the four collection methods. The method names link to more detailed information in the sections that follow the table.
|Method |Prerequisites |Data locations |Data access and use |Data retention |
| --- | --- | --- | --- | --- |
|[Feedback Hub](#feedback-hub) |Network and internet connection<br /><br />Feedback Hub app<br /><br />Permission to upload files to the Microsoft cloud |Microsoft cloud<br /><br />HoloLens device (optional) |User requests assistance, agrees to the terms of use, and uploads the data<br /><br />Microsoft employees view the data, as consistent with the terms of use |Data in the cloud is retained for the period defined by Next Generation Privacy (NGP), after which it is deleted automatically<br /><br />Data on the device can be deleted at any time by a user who has **Device owner** or **Admin** permissions. |
|[Settings Troubleshooter](#settings-troubleshooter) |Settings app |HoloLens device<br /><br />Connected computer (optional) |The user stores the data, and only the user accesses the data (unless the user specifically shares the data with another user). |The data remains until the user deletes it. |
|[Feedback Hub](#feedback-hub) |Network and internet connection<br /><br />Feedback Hub app<br /><br />Permission to upload files to the Microsoft cloud |Microsoft cloud<br /><br />HoloLens device (optional) |User requests assistance, agrees to the terms of use, and uploads the data<br /><br />Microsoft employees view the data, as consistent with the terms of use |Data in the cloud is retained for the period that is defined by Next Generation Privacy (NGP). Then the data is deleted automatically.<br /><br />Data on the device can be deleted at any time by a user who has **Device owner** or **Admin** permissions. |
|[Settings Troubleshooter](#settings-troubleshooter) |Settings app |HoloLens device<br /><br />Connected computer (optional) |The user stores the data, and only the user accesses the data (unless the user specifically shares the data with another user). |The data is retained until the user deletes it. |
|[DiagnosticLog CSP](#diagnosticlog-csp) |Network connection<br /><br />MDM environment that supports the DiagnosticLog CSP |Administrator configures storage locations |In the managed environment, the user implicitly consents to administrator access to the data.<br /><br />Administrator configures access roles and permissions. | Administrator configures retention policy. |
|[Fallback diagnostics](#fallback-diagnostics) |Device configuration:<ul><li>Powered on and connected to computer</li><li>Power and Volume buttons functioning</li></ul> |HoloLens device<br /><br />Connected computer |The user stores the data, and only the user accesses the data (unless the user specifically shares the data with another user). |The data remains until the user deletes it. |
|[Fallback diagnostics](#fallback-diagnostics) |Device configuration:<ul><li>Powered on and connected to computer</li><li>Power and Volume buttons functioning</li></ul> |HoloLens device<br /><br />Connected computer |The user stores the data, and only the user accesses the data (unless the user specifically shares the data with another user). |The data is retained until the user deletes it. |
## Feedback Hub
A HoloLens user can use the Microsoft Feedback Hub desktop app to send diagnostic information to Microsoft support. For details and complete instructions, see [Give us feedback](hololens-feedback.md).
A HoloLens user can use the Microsoft Feedback Hub desktop app to send diagnostic information to Microsoft Support. For details and complete instructions, see [Give us feedback](hololens-feedback.md).
> [!NOTE]
> **Commercial or enterprise users:** If you use the Feedback Hub app to report a problem that relates to MDM, provisioning, or any other device management aspect, change the app category to **Enterprise Management** > **Device category**.
@ -55,24 +55,24 @@ A HoloLens user can use the Microsoft Feedback Hub desktop app to send diagnosti
### Data locations, access, and retention
By agreeing to the terms-of-use of Feedback Hub, the user explicitly consents to the storage and usage of the data (as defined by that agreement).
By agreeing to the terms-of-use of the Feedback Hub, the user explicitly consents to the storage and usage of the data (as defined by that agreement).
The Feedback Hub provides two places for the user to store diagnostic information:
- **The Microsoft cloud**. Data that the user uploads by using the Feedback Hub app is stored for a number of days that is consistent with Next Generation Privacy (NGP) requirements. Microsoft employees can use an NGP-compliant viewer to access this information during this period.
- **The Microsoft cloud**. Data that the user uploads by using the Feedback Hub app is stored for the number of days that is consistent with Next Generation Privacy (NGP) requirements. Microsoft employees can use an NGP-compliant viewer to access the information during this period.
> [!NOTE]
> These requirements apply to data in all Feedback Hub categories.
- **The HoloLens device**. While filing a report in Feedback Hub, the user can select **Save a local copy of diagnostics and attachments created when giving feedback**. If the user selects this option, the Feedback Hub stores a copy of the diagnostic information on the HoloLens device. This information remains accessible to the user (or anyone that uses that account to sign in to HoloLens). To delete this information, a user must have **Device owner** or **Admin** permissions on the device. A user who has the appropriate permissions can sign in to Feedback Hub, select **Settings** > **View diagnostics logs**, and delete the information.
- **The HoloLens device**. While filing a report in Feedback Hub, the user can select **Save a local copy of diagnostics and attachments created when giving feedback**. If the user selects this option, the Feedback Hub stores a copy of the diagnostic information on the HoloLens device. This information remains accessible to the user (or anyone that uses that account to sign in to HoloLens). To delete this information, a user must have **Device owner** or **Admin** permissions on the device. A user who has the appropriate permissions can sign in to the Feedback Hub, select **Settings** > **View diagnostics logs**, and delete the information.
## Settings Troubleshooter
A HoloLens user can use the Settings app on the device to troubleshoot problems and collect diagnostic information. To do this, follow these steps:
1. Open the Settings app and select **Update & Security** > **Troubleshoot** page.
1. Select the appropriate area, and then select **Start**.
1. Select the appropriate area, and select **Start**.
1. Reproduce the issue.
1. After you reproduce the issue, return to Settings and select **Stop**.
1. After you reproduce the issue, return to Settings and then select **Stop**.
### Prerequisites
@ -80,14 +80,14 @@ A HoloLens user can use the Settings app on the device to troubleshoot problems
### Data locations, access, and retention
Because the user starts the data collection, the user implicitly consents to the storage of the diagnostic information. Only the user, or anyone that the user shares the data with, can access the data.
Because the user starts the data collection, the user implicitly consents to the storage of the diagnostic information. Only the user, or anyone with whom that the user shares the data, can access the data.
The diagnostic information is stored on the device. If the device is connected to the user's computer, the information also resides on the computer, in the following file:
The diagnostic information is stored on the device. If the device is connected to the user's computer, the information also resides on the computer in the following file:
> This PC\\\<*HoloLens device name*>\\Internal Storage\\Documents\\Trace\<*ddmmyyhhmmss*>.etl
> [!NOTE]
> In this file path and name, \<*HoloLens device name*> represents the name of the HoloLens device. \<*ddmmyyhhmmss*> represents the date and time that the file was created.
> In this file path and name, \<*HoloLens device name*> represents the name of the HoloLens device, and \<*ddmmyyhhmmss*> represents the date and time that the file was created.
The diagnostic information remains in these locations until the user deletes it.
@ -112,17 +112,17 @@ The IT administrator uses the DiagnosticLog CSP to configure the data storage, r
## Fallback diagnostics
While device telemetry usually provides an initial understanding of a problem report, some issues require a broader and deeper understanding of the device state. When you (as a user or as an administrator) investigate such issues, diagnostic logs that reside on the device are more useful than the basic device telemetry.
While device telemetry usually provides an initial understanding of a problem report, some issues require a broader and deeper understanding of the device state. When you (as a user or an administrator) investigate such issues, diagnostic logs that reside on the device are more useful than the basic device telemetry.
The fallback diagnostics process provides a way for you to gather diagnostic information when no other methods are available. Such scenarios include the following:
The fallback diagnostics process provides a way for you to gather diagnostic information if no other methods are available. Such scenarios include the following:
- The network or network-based resources (such as Feedback Hub, MDM, and so forth) are not available.
- The device is "stuck" or locked in a state where normal troubleshooting capabilities (such as the Settings app) are not available. Such scenarios include the Out-of-Box-Experience (OOBE), kiosk mode, or a locked or "hung" user interface.
- The network or network-based resources (such as the Feedback Hub, MDM, and so on) are not available.
- The device is "stuck" or locked in a state in which usual troubleshooting capabilities (such as the Settings app) are not available. Such scenarios include the Out-of-Box-Experience (OOBE), kiosk mode, and a locked or "hung" user interface.
> [!IMPORTANT]
> - On HoloLens 2 devices, you can use fallback diagnostics only under the following conditions:
> - On HoloLens 2 devices, you can use fallback diagnostics under the following conditions only:
> - During the Out-of-the-Box-Experience (OOBE) and when you select **Send Full Diagnostics Data**.
> - When the environment's Group Policy enforces the **System\AllowTelemetry** policy value of **Full**.
> - If the environment's Group Policy enforces the **System\AllowTelemetry** policy value of **Full**.
> - On HoloLens (1st gen) devices, you can use fallback diagnostics on HoloLens version 17763.316 or a later version. This version is the version that the Windows Device Recovery Tool restores when it resets the device.
### How to use fallback diagnostics
@ -140,7 +140,7 @@ To collect fallback diagnostic information, follow these steps:
### Data locations
The device stores the data locally, and you can access that information from the connected desktop computer at the following location:
The device stores the data locally. You can access that information from the connected desktop computer at the following location:
> This PC\\\<*HoloLens device name*>\\Internal Storage\\Documents
@ -154,7 +154,7 @@ The data remains until you delete it.
### Frequently asked questions about fallback diagnostics on HoloLens
#### Does the device have to be enrolled with an MDM server?
#### Does the device have to be enrolled with an MDM system?
No.
@ -171,9 +171,9 @@ To collect fallback diagnostic information, follow these steps:
1. On the device, press the Power and Volume Down buttons at the same time and then release them.
1. Wait for few seconds while the device collects the data.
#### How would I know that data collection has completed?
#### How would I know that data collection finished?
The fallback diagnostics process does not have a user interface. On HoloLens 2, the process creates a file that is named HololensDiagnostics.temp when it begins collecting data. When the process finishes, it removes the file.
The fallback diagnostics process does not have a user interface. On HoloLens 2, when the process starts to collect data, it creates a file that is named HololensDiagnostics.temp. When the process finishes, it removes the file.
#### What diagnostics files does the fallback diagnostics process collect?
@ -187,7 +187,7 @@ The fallback diagnostics process collects one or more .zip files, depending on t
|TPMDiagnostics.zip |Information that's related to the trusted platform module (TPM) on the device | | |✔️ |
> [!NOTE]
> Starting May 2, 2019, the fallback diagnostics process collects EventLog*.etl files only when the signed-in user is the Device owner. This is because these files may contain PII data. Such data is accessible to only device owners. This behavior matches the behavior of Windows desktop computers, where administrators have access to event log file but other users do not.
> Starting on May 2, 2019, the fallback diagnostics process collects EventLog*.etl files only if the signed-in user is the device owner. This is because these files may contain PII data. Such data is accessible to device owners only. This behavior matches the behavior of Windows desktop computers, where administrators have access to event log files but other users do not.
**Sample diagnostic content for HoloLens (1st gen)**