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If the application crashes or is terminated by the operating system, it will almost never have the chance to log the issue before terminating. In that case, technical support may ask you to send them the crash logs to diagnose the issue. This articles describes two ways to do that.
Downloading crash logs with iTunes
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- a Windows PC or a Mac with a free USB port
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- an iPhone USB cable
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- 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:
- Connect the iPhone to the PC or Mac with the USB cable
- Open iTunes
- 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
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On Windows, crash logs are downloaded to hidden folder %APPDATA%\Apple computer\Logs\CrashReporter\MobileDevice. To open it:
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- Press
Windows Key+R. This opens the Run dialog
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- Paste
%APPDATA%\Apple computer\Logs\CrashReporter\MobileDevicein the text box
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- 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:
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- Open Finder
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- Open the menu
Go→Go to folder…(⇧⌘G)
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- Paste
~/Library/Logs/CrashReporter/MobileDevicein the text box
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- Press
Go
Locating the relevant crash logs in the MobileDevice folder
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- all files with names starting with
LowBatteryLog - all files with names starting with
LowMemory - (when reporting an issue with PrivateGSM PrivateWave Enterprise) all files with names starting with
PrivateGSMEnt - (when reporting an issue with PrivateGSM ProfessionalPrivateWave Professional) all all files with names starting with with
PrivateGSMProfessional
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Crash logs for rebranded versions of PrivateGSM will PrivateWave will start with a different text, i.e. the application's internal name. If you're supporting a rebranded version and are unsure what the internal name is:
If you can't access iTunes Connect or can't find the required information, refer to your PrivateWave technical support contact. |
Collect all of these files, and compress them in a Zip filezip file. Send the zip file to technical support.
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| If you're unsure what files are relevant to the issue you reported, you can zip the entire contents of the folder. This has privacy implications though, as technical support will get to know what other applications you have installed and are using on your iPhone. |
E-mailing crash logs from the iPhone
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This method is not recommended strongly discouraged and should only be used in an emergency. If possible, crash logs should be downloaded with iTunes. |
Crash logs can also be accessed directly from the iPhone as a list of text files.
Opening the list of crash logs on iOS 8
- Open the
Settingsapp - Navigate to
Privacy - Navigate to
Diagnostics & Usage(near the end of the list) - Navigate to
Diagnostics & Usage Data
Opening the list of crash logs on iOS 7
- Open the
Settingsapp - Navigate to
General - Navigate to
About - Navigate to
Diagnostics & Usage(near the end of the list) - Navigate to
Diagnostics & Usage Data
Locating the relevant crash log in the list
You should now see a list of the most recent crash logs. The relevant crash logs are:
LatestCrash-PrivateGSMEnt.ips(for PrivateWave Enterprise)LatestCrash-PrivateGSMProfes.ips(for PrivateWave Professional)- if the relevant crash wasn't the latest, look for logs with names starting with
PrivateGSMEnt_YYYY-MM-DD-hhmmss(for PrivateWave Enterprise) orPrivateGSMProfessional_YYYY-MM-DD-hhmmss.YYYY-MM-DD-hhmmssis 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
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Crash logs for rebranded versions of PrivateWave will start 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:
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) |
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E-mailing a crash log
- Navigate to the crash log by tapping on its name: you'll see a text field with the contents of the log
- Select all the the text, and long press to bring up the
Copymenu - Copy the text, and paste it in an e-mail
- Send the e-mail to technical support