Page tree

Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

This is the recommended way, and the easiest. You'll need:

  •  a Windows PC or a Mac with a free USB port

...

  •  an iPhone USB cable

...

  •  iTunes installed on the PC or Mac

If any of these is unavailable to you for any reason, you can still send the crash logs by e-mail from the iPhone itself (see below).

Proceed as follows:

  1. Connect the iPhone to the PC or Mac with the USB cable
  2. Open iTunes
  3. Sync your iPhone with iTunes. Regardless of your sync settings, iTunes will download all crash logs from the device

Depending on whether you're using a Windows PC or a Mac, the crash logs will be downloaded to a different folder

...

On Windows, crash logs are downloaded to hidden folder %APPDATA%\Apple computer\Logs\CrashReporter\MobileDevice. To open it:

...

  1. Press Windows Key + R. This opens the Run dialog

...

  1. Paste %APPDATA%\Apple computer\Logs\CrashReporter\MobileDevice in the text box

...

  1. Press OK
Locating crash logs on MacOS X

On MacOS X, crash logs are downloaded to hidden folder ~/Library/Logs/CrashReporter/MobileDevice. To open it:

...

  1. Open Finder

...

  1. Open the menu Go → Go to folder… (⇧⌘G)

...

  1. Paste ~/Library/Logs/CrashReporter/MobileDevice in the text box

...

  1. Press Go
Locating the relevant crash logs in the MobileDevice folder

...

Locating the relevant crash log in the list

You should now see a list of the most recent crash logs. The relevant crash logs is:

  • LatestCrash-PrivateGSMEnt.ips (for PrivateGSM Enterprise)
  • LatestCrash-PrivateGSMProfes.ips (for PrivateGSM Professional)
  • if the relevant crash wasn't the latest, look for logs with names starting with PrivateGSMEnt_YYYY-MM-DD-hhmmss (for PrivateGSM Enterprise) or PrivateGSMProfessional_YYYY-MM-DD-hhmmss. YYYY-MM-DD-hhmmss is the date and time at which the crash log was created; choose the log closest to the date and time you noticed the issue you reported
Info
titleOn rebranded versions

Crash logs for rebranded versions of PrivateGSM will start with a or contain different text, i.e. the application's internal name. If you're supporting a rebranded version and are unsure what the internal name is:

  • log in to iTunes Connect
  • navigate to My Apps
  • navigate to your rebrand of PrivateGSM
  • open the More → About this App menu
  • under Bundle Id, you'll find a string, e.g. com.test.BrandedGSM
  • the text after the last "." is the application's internal name ("BrandedGSM" in our example)

If you can't access iTunes Connect or can't find the required information, refer to your PrivateWave technical support contact.

Note that, if the internal name is longer than 16 characters, iOS may truncate it (for example, PrivateGSMProfessional is truncated to PrivateGSMProfes in LatestCrash-PrivateGSMProfes
E-mailing the relevant crash log
  1. Navigate to the relevant crash log by tapping on its name: you'll see a text field with the contents of the log

...

  1. Select all the the text, and long press to bring up the Copy menu
  2. Copy the text, and paste it in an e-mail
  3. Send the e-mail to technical support