A method and system for communicating with IoT devices to gather information related to device failure or error(s) is disclosed. The system receives log files from an IoT device (e.g., a smart refrigerator) that recently failed. The system determines which log files the IoT device created before and/or after a failure. After gathering this information, the system stores the information in a database, sends it to the IoT device manufacturer, or sends it to a cloud provider. The system can also send the failure-related information to the IoT device-related entities (e.g., IoT device manufacturers), and the entity uses this information to troubleshoot the failure and send a fix or software update to the IoT device.