Diagnose and troubleshooting
Find and collect system information, configure logs, transfer diagnostic artifacts, and report issues to Verifone Support.
Use this page to collect system information, enable and review logs, respond to tamper conditions, and prepare support requests.
Get system information
The following table lists what to check and where to find it.
Information
Details
Location
Device state
Device mode (PROD, APP-DEV), tamper
Control Panel → Security
Device identification
Part number, serial number, model ID, hardware ID
Control Panel → System Information
System SW versions
Application boot loader, application OS, secure processor boot loader, secure processor FW, ADK version
Control Panel → System Information
System PCI security versions
PCI version of SPBL, SPFW, APFW, VOS3; security hardware ID
Control Panel → Security
Installed SW packages
Name and version of all installed packages
Control Panel → Software
System memory usage
Available and free flash memory, available and free RAM
Control Panel → System Information
Loaded keys
Warrantied keys, customer keys
Control Panel → Security
Network MAC addresses
Bluetooth MAC, Wi-Fi MAC
Control Panel → Communication
LAN network IP address
Static or DHCP-assigned IP
Control Panel → Communication
Connected Wi-Fi network
SSID, IP address
Control Panel → Communication
Paired Bluetooth devices
Bluetooth name of paired devices
Control Panel → Communication
System logs
Log types
Log
Contents
Lifespan
Tamper
Tamper, arm/disarm, de-tamper events
Endless (never rotated)
Installer
Installation logs from system installer
Endless (never rotated)
Critical system events
Critical events such as faulty battery, low-voltage coin cell
Endless (never rotated)
System
Default system logs plus additional channels enabled via LCP
Rolling file set
Crashes
Crash events recorded by the launcher
One-time per boot
System properties
Dump of all system properties at log transfer time
One-time at transfer
Current SW
Dump of all installed bundles with version info at transfer
One-time at transfer
Resources
Dump of available system resources (flash per partition, etc.)
One-time at transfer
Application logs
Applications should use ADK Logging APIs.
Files and locations
File
Location
System messages
/mnt/sysdata/logs/messages
Application messages
/mnt/appdata/logs/messages
High-priority messages
/mnt/sysdata/logs/tamper
Channel configuration
/mnt/appdata/versioned/globalshare/adk-log/*_log.conf
User syslog configuration
/mnt/appdata/versioned/globalshare/syslog/user_syslog.conf
System syslog configuration (read-only)
/mnt/sysdata/versioned/share/syslog/sys_syslog.conf
Log filtering
Log output is filtered by log level. The following levels are supported, in order of increasing priority:
Log level
Trace
Info
Notice
Warning
Error
Critical
Alert
Emergency
Filtering happens in two stages: first at the Liblog channel level, then at the syslog daemon level. Critical, Alert, and Emergency are always written to the high-priority messages file regardless of syslog settings.
A channel enabled in Liblog but not in syslog (or vice versa) produces no output. Always verify both settings are aligned.
Log configuration — channels and outputs
All logging settings can be configured through the Log Control Panel (LCP) or using the Liblog API.
To open LCP: Control Panel → Log Control.
Channels
Channels can be added, enabled, or disabled in the Logging Channels window. All channels are disabled by default. Each channel can be assigned a log mask and an output destination:
Syslog — sends output to the syslog daemon
Console — sends output to the serial console only (no file or syslog output)
All — sends output to both syslog and console
Syslog output destinations
Destination
Notes
Serial
Output to serial port
File
Output to messages file (app or system, based on running user)
UDP
Output to a configured IP address and port
USB
Output via USB
Debug log configuration
Use the logger-liblog CLI utility on the device to test channel and syslog configuration. Pass the channel name as input — the tool emits one message per log level.
Transferring logs
Logs and diagnostic artifacts can be transferred using:
Transfer Logs panel — Control Panel → Transfer Logs → saves to USB stick
vfidiagCLI tool — collects system information and transfers to external USB
System tamper state
Restrictions in tamper state
A tamper warning dialog appears at startup whenever a tamper condition is detected. System control panels remain accessible after acknowledging the warning, but user applications cannot run in a tampered state.
Actions upon tamper
Check the tamper reason in Control Panel → Security → Tamper → Tamper log.
Collect device artifacts using the Diagnostic app or the diagnostic API.
Contact Verifone Support with the artifact bundle and tamper log.
The tamper condition can only be cleared by reconnecting the device to a trusted key loading device and reloading the warrantied keys.
Reporting issues
Include the following when opening a support request with Verifone.
Item
Details
Problem description
Free-form description of the issue
Component name
The system component the problem presumably relates to
Issue replication guide
Step-by-step instructions to reproduce the issue
Device artifacts
Logs, installed SW versions, configs — collected via Diagnostic app or API
Minimal demo project
(Recommended) A small application that demonstrates the issue
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