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Product Features
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AI Remote Log Analysis
Learn more about this solutionWho analyzes the logs?
The LUMA support team receives logs remotely, reviews them alongside AI Diagnosis results, and takes action.
How long are logs kept?
Diagnostic logs are automatically deleted after 30 days.
What kinds of problems does AI log analysis find?
It finds problems that leave traces in the logs, such as forced app closures, unresponsive apps, repeated reboots and out-of-memory shutdowns. The report shows the severity and confidence level, a one-line cause, the actual log lines used as evidence, and the steps to follow to fix it. If there is no evidence, it does not make anything up.
What happens if device logs contain customers' personal information?
Phone numbers, emails, IP and MAC addresses, and credentials are masked by the server before the AI reads them. Sensitive lines that could identify a person are removed or masked by the device first, before it sends the logs.
If the cause is found, do you also fix it?
If the cause is in the LUMA box app, the technical support team remotely installs a fixed version one device at a time. If an installation fails, it stops there and the device keeps running the previous version. The steps for the store to take are listed in order in the report, and from the same screen you can go straight on to remote control or a restart.
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