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Overview 

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

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:

  • 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

Locating crash logs on Windows

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

  • press Windows Key + R. This opens the Run dialog
  • paste %APPDATA%\Apple computer\Logs\CrashReporter\MobileDevice in the text box
  • 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:

  • open Finder
  • open the menu Go → Go to folder… (⇧⌘G)
  • paste ~/Library/Logs/CrashReporter/MobileDevice in the text box
  • press Go
Locating the relevant crash logs in the MobileDevice folder

You should now have the MobileDevice folder open in Explorer (on Windows) or Finder (on MacOS X). The MobileDevice folder should contain one or more folders, named after all the Apple devices that were synced with the computer. Open the folder with the name of the iPhone from which you're downloading the crash logs (for example, the Fausto Gervasoni's iPhone folder for an iPhone named "Fausto Gervasoni's iPhone"). This folder should contain several files, of which the following are of interest to technical support:

  • all files with names starting with LowBatteryLog
  • all files with names starting with LowMemory
  • (when reporting an issue with PrivateGSM Enterprise) all files with names starting with PrivateGSMEnt
  • (when reporting an issue with PrivateGSM Professional) all files with names starting with PrivateGSMProfessional

On rebranded versions

Crash logs for rebranded versions of PrivateGSM 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:

  • 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.

Collect all of these files, and compress them in a Zip file

E-mailing crash logs from the iPhone

This method is strongly discouraged and should only be used in an emergency.

...

Locating the list of crash logs on iOS 8
  1. Open the Settings app
  2. Navigate to Privacy
  3. Navigate to Diagnostics & Usage (near the end of the list)
  4. Navigate to Diagnostics & Usage Data
Locating the list of crash logs on iOS 7
  1. Open the Settings app
  2. Navigate to General
  3. Navigate to About
  4. Navigate to Diagnostics & Usage (near the end of the list)
  5. Navigate to Diagnostics & Usage Data
Locating the relevant crash log in the list

...

On rebranded versions

Crash logs for rebranded versions of PrivateGSM 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:

  • 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.

E-mailing the relevant crash log

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