Sharing Logs from Capture Mobile Applications

This topic describes multiple ways to extract and share logs from any Capture Mobile application with Smarsh Support. You can extract and share logs from iOS and Android devices using any of the methods described here.

Sharing Logs from iOS Devices

This section describes how to share logs from iOS devices.

On a Mac

To extract and share logs from an iOS device using a Mac:

1. Connect your iPhone to a Mac using the original USB cable.

2. Open Finder and select the connected iPhone from the sidebar.

3. Change the backup option to Back up all of the data on your iPhone to this Mac.
   

4. (Optional but recommended) Click Apply to begin the backup.

5. Replicate the issue on your iPhone while it’s still connected.

6. On your Mac, navigate to Applications > Utilities > Console.
   

7. In the Console, click Start to begin capturing logs.

8. Replicate the issue again.

9. Search for terms like Telemessage or relevant app names.

10. After the logs are captured, right-click and click Share or drag and drop them into an email to Smarsh support.
    

When Connected to iTunes

To extract and share logs from an iOS when connected to iTunes:

1. Ensure that full backup is set to This Computer.

2. Open Finder, press and hold the Option key.

3. Click Go > Library.

4. Navigate to Library > Logs > CrashReporter > MobileDevice.

5. Locate the logs for the specific app.

6. Copy and share the relevant log files with Smarsh support.

On a Windows PC

To extract and share logs from an iOS device using a Windows PC:

1. Connect your iPhone to the Windows PC using a USB cable.

2. On your iPhone, tap Trust This Computer and enter the 6-digit device passcode.

3. Open iTunes on you Windows PC and back up the iPhone to This Computer.
   

4. Replicate the issue.

5. Navigate to the logs folder at C:\Users\[YourUsername]\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice

   Important

   AppData is a hidden holder. Click View > Show > Hidden items to display the AppData folder.

6. Locate crash logs for the app and share them with Smarsh support.

Sharing Logs from Android Devices

This section describes how to share logs from Android devices.

Using an Android ADB Desktop App

To extract and share logs from an Android device using an Android ADP Desktop App such as AYA:

Note

You can download AYA from https://aya.liriliri.io/

1. On your Android phone, navigate to Settings > About Phone.

2. Tap the build number five to seven times to enable the Developer Mode.

3. Go back to Settings. 

4. Search for Developer Options.

5. Ensure that Developer Options is enabled.

6. In the Debugging section, enable USB Debugging.

7. Connect your device via USB and select Transfer Files (MTP) mode.

8. Launch the AYA tool on your PC.
   The tool automatically detects your phone and displays the device info.
   

9. Click the Logcat tab.
   

10. Enable the DEBUG mode.
    

11. Replicate the issue in the app.

12. Click Pause.

13. Search for relevant terms such as WPA, com.whatsapp.
    

14. Click Save Logs.
    The tool saves logs with the device model name.
    

15. Share the saved log file with Smarsh support.

Using Android Studio

To extract and share logs from an Android device using an Android Studio:

1. Download and install Android Studio from developer.android.com/studio.

2. Open Android Studio and connect your Android device through a USB cable.

3. Enable USB Debugging on the phone as described above.

4. Open Logcat on the left panel.
   

5. Clear existing logs.
   

6. Start capturing logs.
   

7. Replicate the issue in the app.

8. Logs related to the app appears.

9. Select logs using Ctrl + A, copy and paste them into a Notepad file.

10. Save and share the file with Smarsh support.