If you're experiencing an issue with your Room Display, you can send the device's diagnostic logs directly to our support team from the panel itself. This helps us investigate problems without needing physical access to the device.
How to send diagnostics
1. Open the Settings screen on the Room Display (this requires the admin PIN).
2. Tap Send a log report to Ricoh Spaces support.
3. Wait a moment while the logs upload — you'll see a progress indicator on the button.
4. A confirmation message will appear below the button when the upload finishes.
When the upload succeeds, our support team automatically receives an email containing your device's details (app version, operating system, network status, screen name, and the IDs of the space(s) the panel is assigned to) along with a secure link to the log file.
💡 Tip: If you've raised a support ticket, send diagnostics shortly after the issue occurs and mention it in your ticket. The logs cover a limited window of recent activity, so sending them promptly gives us the best chance of capturing the problem.
What's included in the logs — and what isn't
The logs contain technical information about what the app has been doing: connection events, booking activity, errors, and device status.
Your privacy is protected. Before anything is written to the log or uploaded, sensitive information is automatically removed or masked, including:
PINs and admin PINs
Mobile numbers and other entered identifiers (only the last 4 digits are kept, so support can
correlate events)
Authentication tokens and passwords
NFC badge data
Meeting and booking details from server messages
Messages you might see
Message | What it means | What to do |
Diagnostics sent to support | Everything worked. Support has been notified. | Nothing — mention it in your ticket if you have one. |
Logs uploaded but we couldn't notify support | The logs reached our servers, but the automatic email to support failed. | Contact support directly and let them know you've uploaded diagnostics. |
Please wait before sending diagnostics again | Diagnostics were sent less than 60 seconds ago. | Wait a minute, then try again if needed. |
Cannot send diagnostics while offline | The device has no internet connection. | Check the device's network connection and retry. |
Screen must be connected before sending diagnostics | The panel hasn't completed its setup/connection to your workspace. | Finish connecting the screen first. |
No logs available to send | There's no logged activity yet (for example, immediately after logs were cleared). | Reproduce the issue, then send again. |
Log file is too large to upload | The log exceeded the upload size limit. | Contact support for assistance. |
Could not send diagnostics. Please try again. | A temporary error occurred during upload. | Retry; if it keeps failing, contact support. |
Frequently asked questions
How often can I send diagnostics?
Once every 60 seconds. This prevents accidental repeat uploads (for example, double-taps). If a send fails, you can retry straight away — the cooldown only applies after a successful send.
How much history do the logs cover?
The device keeps roughly the most recent 8 MB of log activity, stored across four rotating files. As new activity is logged, the oldest entries are automatically removed. How far back that reaches in time depends on how busy the panel is — on a typical device it covers a substantial period of recent activity.
What happens to the logs if the device restarts or crashes?
Nothing is lost. Logs are saved to the device's storage as they're written, so everything logged before a restart or crash is still there afterwards and will be included the next time you send diagnostics. This means you can send diagnostics after rebooting a misbehaving device and we'll still see what led up to the problem.
What if the logs are bigger than the upload limit?
Uploads are capped at 10 MB. In the rare case the combined logs exceed this, the oldest portion is left out automatically and the uploaded file is clearly marked so support knows the history was trimmed. The most recent activity — usually the most relevant — is always included.
Who receives the logs, and how long can they access them?
The logs go to the Ricoh Spaces support team. The emailed download link is secure and expires after 6 days, after which the link no longer works.
Do I need to do anything on the network/firewall side?
The upload uses the same connection the Room Display already uses to talk to Ricoh Spaces. If the panel is working normally, no extra configuration is needed.