Send Secure Logs

While logs are stored on your device locally, there is an easier way for you to send logs to our support team! Perform the following to do so:

1. Navigate to your team settings.

2. Select the 'Send Secure Logs' option.

3. Copy the code onscreen and add it to the body of your e-mail message, noting that it is your log-code.

This will let the support representative search our database for your logs and review them.

If you are unable to send logs in the above manner

If you cannot send logs via the send logs feature, you can also manually collect logs and send them to us by performing the following depending on your operating system:

Windows:

To send us these files, go to the Start menu. Type %localappdata% and press enter.

A window should appear with other folders inside.

Navigate to the folder: share-2. Inside this is a subfolder named logs. Inside the logs folder are folders called “flow” and “ui”. Please bundle and compress these folders and their files and attach them in a reply e-mail.

MacOS

To send us the logs, open a terminal. Terminal is in the /Applications/Utilities folder which is accessible via the Finder. In the terminal, copy and paste the following command into the window, pressing enter afterward:

´tar czf ~/Desktop/CrossClave_logs.tgz ~/Library/Application\ Support/share-2/logs´

You will see the message "tar: Removing leading '/' from member names". This is expected. There will now be a compressed file called CrossClave_logs.tgz on your Desktop. Send that to us in an e-mail.

Linux

To send us these files, please create an archive using the following command:

tar -cvzf crossclave.tgz ~/.share-2/*.log

Once you've created the log archives, please send them to us as an attachment in your reply to this message.