PAX Log Retrieval Guide
Description: Learn the four ways to retrieve logs from a PAX terminal. Method 1 does not require a remote session (the device only needs to be online). Methods 2, 3, and 4 all require an active AirViewer remote session.
Overview
For GSD/DEV escalations, certain logs must be extracted from the PAX device. Usually, this means gathering the Method 4 upload together with a Detail Log obtained through one of the other methods. For the quickest resolution, combine Method 1, 2, or 3 with Method 4.
There are four ways to retrieve logs from a PAX terminal. Method 1 does not require a remote session (the device only needs to be online). Methods 2, 3, and 4 all require an active AirViewer remote session.
| Method | Remote session? | What you get | When to use |
| 1. PAXSTORE log collection | Not required (device must be online) | Detail Log, Logcat, or Geolocation Log for a chosen date range | Default method; primary choice for DEV escalations |
| 2. AirViewer file pull | Required (AirViewer) | BroadPOS manager and POSLink daily log files | When Method 1 returns an empty file or fails |
| 3. Live Logcat capture | Required (AirViewer) | ~30 seconds of real-time Logcat around the error | Only when the problem can be reliably reproduced |
| 4. LITE/P2PE Log Upload | Required (AirViewer) | Application log uploaded directly to PAX | Default method; primary choice for DEV escalations |
Log Types
- Detail Log – captures processing and other on-device calculations (for example, the printer prompt, sound prompt, and similar events). It also contains snippets and inserts pulled from the POSLink report.
- Logcat provides a large amount of low-level information, but only covers the last 6 hours and is not date-selectable.
- Geolocation Log – records the data inputs and data transfers occurring on the device.
Note: For DEV escalations, use the Detail Log and Logcat. DEV prefers the Detail Log in all cases, so aim for that first – but in the worst-case scenario, pull both, provided the issue falls within Logcat's 6-hour window.
Method 1 – PAXSTORE Log Collection (No Remote Session)
Requirements: the device must be online. No remote session is needed.
Steps
- Open the terminal's Terminal Details page and navigate to the Settings tab. In the Terminal Control panel on the right, select TERMINAL LOGCAT.
- In the Terminal logcat window, select COLLECT.
- Select the log type (Detail Log for most cases), set the Time Period, and select OK to start the collection.
- The file does not appear automatically. Reopen the Logcat list and select REFRESH until the new file displays.
- Download the newest file using the green Download icon.
Important: Sometimes the Detail Log downloads but contains no data (see below). If that happens, fall back to the other methods in this guide.
Method 2 – AirViewer File Pull (BroadPOS Logs)
Requirements: an active AirViewer remote session. This also applies to Methods 3 and 4 – you need to AirView into the device for all remaining methods.
Steps
- Connect to the terminal via AirViewer and open the file transfer tool from the AirViewer toolbar (highlighted below). The terminal will display an approval prompt (“Administrator is requesting file transfer on your terminal”) – APPROVE must be selected on the device before file access is granted.
- Navigate to the following directory: Storage > Emulated > 0 > Android > data > com.pax.us.pay.manager > files
- Download broadpos_log_manager and broadpos_log_poslink for the relevant dates (one file per day, date-stamped in the file name, e.g., broadpos_log_manager20260610.log).
Method 3 – Live Logcat Capture (Repeatable Issues Only)
Requirements: an active AirViewer remote session, and the problem must be reproducible in a reliable fashion.
Important: Only about 30 seconds of log time is available with this method – the log snippets overwrite each other quickly. Be ready to download immediately.
Steps
- Reproduce the problem on the device.
- Open the Logcat panel from the AirViewer toolbar (highlighted below).
- Wait a couple of seconds for the logs to refresh, locate the error (the Log Level filter can help – all / debug / info / warn / error), and quickly select the download button in the top-right corner.
Method 4 – LITE/P2PE Application Log Upload (PAX Escalations)
Requirements: an active AirViewer remote session. This method is used when an internal escalation has reached PAX itself – it lets PAX developers record the data transfer directly.
Important: This step is critical: GSD will provide the timestamp of this log to our PAX DEVs. These logs are NOT visible at the Operations level, so you must record and pass along the device's local TIME / DATE / TIMEZONE.
Steps
- On the terminal's home screen, open the Shift4 (BroadPOS Lite) application.
- Switch to the FUNC tab and select Settings.
- When prompted for a password, enter the current date in the US format mm/dd/YYYY.
- In the Settings menu, select About BroadPOS.
- Select Log Upload.
- The upload will start. It might take up to 10 minutes – it depends entirely on the terminal's internet speed.
- Wait for the “Upload Successful!” confirmation and select OK.
- Collect the device's local time, date, and time zone and provide them to the escalation rep so they can relay the information to our dev team.