Requirements are that the panel is connected through the Wi-Fi or via the cellular network. If. None of the two is active, Then of course you cannot upload the logs to the server.
The first option is to upload via the alarm.com platform.
Let the dealer login to the ADC admin environment and lookup the correct customer.
Then go to the Air FX legacy toolkit (1/2) Troubleshooting column and click on upload panel logs (3). A new window will pop up, where you then need to select the log type (all) and furthermore click on upload (4)
The second option is to initiate the upload via the panel locally.
You can let the customer or installer go to the
S*ettings – Advanced settings -- Installation -- System logs*
set the correct log level type.. (remember that when you change the type, this will only affect logs in the future. The current logs are not converted or something similar)