Don't Panic

If users report a problem, first check the list of Known problems of MDA Client for Android.

...

Also take a note when the problem occurred (ideally when the user had it and when you reproduced it), so you can reduce the amount of log data you have to analyze.

Once it's sure there is a problem, narrow it down. Never ever forget about basics like cables, network connectivity, DHCP servers, DNS, and especially firewalls and proxies.

Once it seems clear where the problem lies, read the log files. Carefully. Twice. Again.

...

Server related problems

If the problem seems to be server related, take a look at the Dividing Problems and finding Log Files page in the OSGi area of our Common Documentation space.

Pure Client problems

If the problem occurs within the MDA Client for Android ...

• Re-check the list of Known problems of MDA Client for Android
• If your company employees Android specialists, they might be able to pull the logs using an USB debug connection and adb logcat, which they then can mail us
• Otherwise, contact us right away