How To Submit a Log

You can submit a log if you encounter issues with the Vilo network.

End-users (Non-ISP customers)

How to submit a log from the Vilo app:

• You can submit a log by opening the Vilo app, clicking on Account -> Vilo Support -> Submit a Log

How to submit a local log when there is no Wi-Fi available:

1. Go to Account -> Vilo Support -> Submit a Log (or Submit an App Log) -> Submit a Local Log (above the button "Submit")
2. Once you are on the "Submit a Local Log" page, tap "Next" (Reminder: do NOT restart your Vilo before submitting the log)
3. On the next page, tap the "Connect to Vilo WiFi" button to connect to the Vilo network in your phone's WiFi settings. 
4. Next, you will see a confirmation that the connection was successful, and you can tap the "Obtain Firmware Log" button.
5. Once the process is complete (shown by the "Success!" confirmation) you can tap on the "Upload Firmware Log" button.
6. On the next page,  you will be asked to disconnect your phone from the Vilo WiFi, and instead, connect to your cellular network or a different WiFi network. After doing this, return to the Vilo app and tap on the "Next" button. 
7. Finally, you can tap on the "Submit A Local Log" button to complete the process and submit the local log.

VIlo For ISPs

How to submit a log from the Vilo app:

• If you are signed into an ISP account, you can submit a log by opening the Vilo app, clicking on the Vilo network -> Settings (three dots in the top right corner) -> Submit a Log

How to submit a firmware log from the ISP Web Portal:

• You can do this by going to the WiFi networks page, clicking View next to the network, then selecting the Submit A Firmware Log tab. From here you can describe your issue, attach any relevant images or videos and then select "OK" to submit the log. 

How to submit a local log when there is no Wi-Fi available:

FYI: You will need to be onsite to submit a local log. If your customer manages the Vilo app, they can submit the local log on your behalf using the instructions for end-users (seen in the upper half of this article). 

1. Click the specific network on the Homepage -> Go to Setting Page (tap the three-dots “…” on the right corner) -> Submit a Log -> Submit a Local Log (above the button "Submit")
2. Once you are on the "Submit a Local Log" page, tap "Next" (Reminder: do NOT restart your Vilo before submitting the log)
3. On the next page, tap the "Connect to Vilo WiFi" button to connect to the Vilo network in your phone's WiFi settings. 
4. Next, you will see a confirmation that the connection was successful, and you can tap the "Obtain Firmware Log" button.
5. Once the process is complete (shown by the "Success!" confirmation) you can tap on the "Upload Firmware Log" button.
6. On the next page, you will be asked to disconnect your phone from the Vilo WiFi, and instead, connect to your cellular network or a different WiFi network. After doing this, return to the Vilo app and tap on the "Next" button. 
7. Finally, you can describe the problem and tap on the "Submit " button to complete the process and submit the local log.