Collecting Diagnostic Logs for Troubleshooting
Some issues require additional diagnostic data before they can be investigated. This guide explains how to collect the relevant logs depending on your device or platform.
Reporting Issues on Android Devices
On Android devices, some issues may be device-specific and are best captured immediately after they occur.
Open the app and go to Menu → Settings.
Tap the Report an issue tab immediately after the problem happens.
Important:
Report the issue as soon as possible after it occurs. Waiting may result in the relevant logs being overwritten.
Enabling Extended Logging on Desktop Applications
Extended logging captures more detailed application activity and is useful for diagnosing persistent or hard-to-reproduce issues. This setting can only be enabled by an administrator.
Log in to the Admin Portal, navigate to the relevant organisation, and open the user's settings.
2. Toggle Extended application logging on, then click Save changes.
Note:
Changes take effect the next time the user logs in. Ask the user to log out and back in, then reproduce the issue after this setting is enabled.
Collecting Crash-Related Logs
When the app crashes unexpectedly, the operating system saves diagnostic logs that can help identify the cause. Follow the steps for your operating system below.
Windows
Open File Explorer and navigate to
C:\Program Files\Ringotel\utilities.
2. Double-click collector.bat to run it. Once complete, the logs will be saved to C:\Users\<username>\Documents\Ringotel Debug Logs.
macOS
Open Terminal.
Drag and drop the Ringotel.sh file into the Terminal window, then press Enter.
After the script finishes, the logs will be saved on the desktop in the
Ringotel_Logsfolder.