Retrieving Crash Log Files From iDevices

Retrieving Crash Log Files From iDevices

Retrieving crash log files is a simple process which will aid your support request. Note that the second step is OS-specific.

1. Attach your device to your computer
   1. Launch iTunes
   2. Select your device on the left hand side of iTunes
   3. Press Sync
2. Access .crash and .plist log files from computer
   
   
   Mac OS

   1. Open Finder
      1. Select your Login Name from the left hand side under Places
      2. Select Library > Logs > CrashReporter > MobileDevice
      3. Select the folder that has the same Device Name you saw in iTunes
      4. Look for the two files (.crash and .plist) that start with the name of the App on which you are experiencing crashes
         1. Make sure that these files are the most recent when sorted by date
      5. Copy these two files to your desktop in preparation to send through email
   Windows Vista/Windows 7

   1. Open My Computer
   2. In the My Computer drive, select the hard drive on which your OS is installed - usually C:
   3. Drill down to .crash and .plist files
      1. In Windows Explorer, select Users > Your folder
      2. Access hidden folder \AppData by clicking on the Folder/Address Bar and entering \AppData after your Login Name
      3. Select Roaming > Apple Computer > Logs > CrashReporter > MobileDevice
      4. Select the folder that has the same Device Name you saw in iTunes
      5. Look for the two files (.crash and .plist) that start with the name of the App on which you are experiencing crashes
         1. Make sure that these files are the most recent when sorted by date
   4. Copy these two files to your desktop in preparation to send through email
   Windows XP

   1. Open My Computer
   2. In the My Computer drive, select the hard drive on which your OS is installed - usually C:
   3. Drill down to .crash and .plist files
      1. In Windows Explorer, select Documents and Settings > Your folder > Application Data > Apple Computer > Logs > CrashReporter
      2. In CrashReporter folder, select the folder that has the same Device Name you saw in iTunes
      3. Now, look for the two files (.crash and .plist) that start with the name of the App on which you are experiencing crashes
         1. Make sure that these files are the most recent when sorted by date
   4. Copy these two files to your desktop in preparation to send through email
3. Email the .crash and .plist log files to the Engineer requesting them for support