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.
This is the recommended way, and the easiest. You'll need:
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:
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:
Windows Key
+ R
. This opens the Run dialog%APPDATA%\Apple computer\Logs\CrashReporter\MobileDevice
in the text boxOK
On MacOS X, crash logs are downloaded to hidden folder ~/Library/Logs/CrashReporter/MobileDevice
. To open it:
Go
→ Go to folder…
(⇧⌘G)~/Library/Logs/CrashReporter/MobileDevice
in the text boxGo
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:
LowBatteryLog
LowMemory
PrivateGSMEnt
PrivateGSMProfessional
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:
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
This method is 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.
Settings
appPrivacy
Diagnostics & Usage
(near the end of the list)Diagnostics & Usage Data
Settings
appGeneral
About
Diagnostics & Usage
(near the end of the list)Diagnostics & Usage Data
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)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 reportedCrash logs for rebranded versions of PrivateGSM 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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