10/17/18 23:10 PM  

RingCentral Meetings iOS - Extract Crash Logs

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SummaryThis article will guide customers in gathering information needed by Customer Support in troubleshooting the RingCentral Mobile App for iOS phones.
Details
When you encounter issues on the RingCentral Mobile app, one step in resolving these is to generate the log files for Customer Support to review in order to narrow down the problem. Follow the steps below to get the log files on the RingCentral Mobile app. Logs can be sent via email from your device.

Sending Crash Logs via Email on your iOS device
Extracting Crash Logs via iTunes

IMPORTANT: For you to be able to send an email, an email account must be properly configured on the phone's email client. Customer Support will provide an email address where you can send the logs.


Sending Crash Logs via Email on your iOS device

Step 1: 

Step 2: 

Open the dial pad.

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Step 3: 

Type *DEBUGLOG#  (*33284564#) then tap Call.

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Step 4:

Tap on a log file that might contain the information needed to isolate the issue that you are experiencing. Tap Send via Email.

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Extracting Crash Logs via iTunes

You may encounter an error when sending the crash log on your mobile app. Follow the steps below to extract the crash log by syncing your iOS device with iTunes:
 

Step 1:

Sync the device via iTunes.

Step 2:

Open Finder (found in the Dock).

Step 3:

Click on the 'Go' menu at the top of your screen, and select 'Go to Folder'.

Step 4:

Type (or paste): ~/Library/Logs/CrashReporter/MobileDevice/ 

Step 5:

Open the folder with the same 'name' as your device. (Note: your device name appears in iTunes on the left side, under 'Devices'). 

Step 6:

Try to find logs/crash reports by app name and/or date.
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