When troubleshooting an issue with the SubAssistant app for iOS, we may request iOS crash logs to help determine the root cause of the reported issue. Application crash logs are uploaded to your computer when you sync your iOS device and iTunes or are available on your device or can be sent from your device. There's two ways to provide crash logs. One method may be easier for you than the other, so you can choose the method you prefer.


Send Diagnostic & Usage Data by email from your device


  1. Open the Settings app from your iOS device
  2. Navigate to General -> About -> Diagnostics & Usage -> Diagnostic & Usage Data
  3. Select a SubAssistant crash from the list
  4. Tap on the crash and you will see a text field with a crash log. Long-press to Select All and then Copy the crash text
  5. Open your email app and then paste the text into the body of an email
  6. Send the email to support@subassistant.com and reference your support ticket number in the subject line


Sync, find crash logs, and email from your computer


To obtain iOS crash logs from your computer, please perform the following steps:


  1. Connect your iOS device to your computer
  2. Open iTunes
  3. Select your device, then select the Summary tab
  4. Select the Sync button to sync your iOS device with your computer



After the sync is completed, you'll need to find the crash log file on your computer.


On MAC/OS X


Crash logs are located in directory:

   

~/Library/Logs/CrashReporter/MobileDevice/<DEVICE_NAME>

   

* You will see both .crash and .plist files, select all files associated with SubAssistant and them to attach to your support ticket.



Windows Vista / 7 / 8


Crash logs are located in directory:

   

C:\Users\<USERNAME>\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME>

   

Since the AppData folder is hidden by default, you can get to the folder this way:


  1. Open the Windows Start menu by clicking the Start button  in the lower-left corner of your screen.
  2. In the search box at the bottom of the menu, type %appdata% then press the Enter/Return key on your keyboard (screenshot example below)


You will now see the C:\Users\<YOUR WINDOWS USERNAME>\AppData\Roaming folder, continue to the folder below to find the crash files (.crash).

   

Roaming\Apple Computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME>

   




Windows XP


File Path is as follows:

 

C:\Documents and Settings\<YOUR WINDOWS USERNAME>\Application Data\Apple computer\Logs\CrashReporter\<YOUR iOS DEVICE NAME>

 

Open "My Computer" and navigate to the folder above to find the crash logs.



Once you have located your crash logs, please attach them to your SubAssistant Support ticket for review or send an email to support@subassistant.com and reference your support ticket number.


Can't find the crash files? Allow data collection


If you were unable to find the crash logs on your computer, you must first allow iTunes to collect diagnostic and usage information. The first time you connect your iPod touch, iPhone, or iPad to your computer, iTunes asks for your permission to collect and analyze diagnostic and usage information from your device. If you answered "no" when asked, or can't find the crash logs after following the steps below, you'll need to allow reporting for your device. See the links below for instructions on how to enable reporting.