11/10/18 00:49 AM  

Troubleshooting - Access and Create debug logs | RingCentral Phone App for Desktop Mac

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SummaryWhen you encounter bugs on the RingCentral Desktop app, one step in resolving these is to generate the log files for a technician to review in order to narrow down the problem. Follow the steps below to generate log files on the RingCentral desktop app.
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Troubleshooting - Access and Create debug logs | RingCentral Phone App for Desktop Mac

Described below are the different methods to access extract the RingCentral Phone App logs which you can send to our Customer Support.

How to enable Application logs and Send crash reports automatically - Follow this to enable Application logs and Send crash reports automatically.
How to collect the logs from the RingCentral Phone App folder - Follow this if you need to access the log files.
How to run debug mode and generate log files - Follow this to run the RingCentral Phone App in debug mode and generate a log file. This is helpful if you can recreate the issue and need the log files.
 

How to enable Application logs and Send crash reports automatically

  1. 1. Log in to your RingCentral Desktop app.
  2. 2. Click Settings
  3. 3. Click Support.
  4. 4. The Technical Support tab is displayed by default. Enable Application logs and Send crash reports automatically.


Optional:

  1. 1. Click the Send Product Feedback tab which is beside the Technical Support tab.
  2. 2. Select the topic of your feedback, then provide a description of the issue on the space provided. You may also include your Email address. 
  3. 3. Click Send.
     

How to collect the logs from the RingCentral Phone App folder

  1. 1. Launch RingCentral Phone App.
  2. 2. Press command + fn + F1 select app data folder, then open App Data folder. : 


Manually open logs:

  1. 1. Open Spotlight Search (Command + Space bar). On the search bar, enter: "/Users/<your.username>/Library/Application Support/RingCentral/SoftPhone/logs"
  2. 2. Copy the log files relevant to your issue. You can check the "Date Modified" info that matches when you experienced the issue.
     

How to run debug mode and generate log files

Application logs must be enabled on the RingCentral Phone app to proceed with these steps:
 

1. Create a debug.mode file

1. On macOS, you can create a debug.mode file using the Text Edit app.

2. Open the Text Edit app.

3. Select on the Format menu in the toolbar, and select "Make Plain Text" (if you see the option "Make Rich Text" then Plain Text is already selected and no action is needed).

4. Save a blank file while unchecking the "Hide extension" and "If no extension is provided, use .txt" boxes.

5. Ensure that you then make the title only "debug.mode".

2. Quit the RingCentral app. Navigate to the toolbar on the top of the screen and select RingCentral > Quit RingCentral for Mac. This will quit all background processes for the RingCentral Phone App.

3. Place the debug.mode file in the RingCentral app directory

1. Open the Finder in the macOS dock (normally at the bottom of the screen).

2. Navigate to the Applications folder, right-click the RingCentral app icon and select "Show Package Contents". This will open a new Finder window showing the directory /Macintosh HD/Applications/RingCentral for Mac.app/.

3. Navigate to Contents/MacOS. Place the debug.mode file here.

4. Open the RingCentral Phone App.

5. If the issue is related to opening or logging into the app, then immediately after the login issue is reproduced collect the newest log as shown in step

6. Replicate the issue you are experiencingNavigate to the Application Support folder 

7. Find the log file with the most current date and time

8. If you are providing this information to RingCentral technical support, email the log file to your support representative.

9. Log out of the RingCentral Phone App for Mac and remove the debug.mode file from the directory: /Applications/RingCentral for Mac.app/Contents/MacOS/ 

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