Sharing logs for support

Sharing logs for support

When you encounter persistent call issues: dropped calls, one-way audio, call quality or app crashes, sending logs to our support team helps us pinpoint and resolve the problem quickly. This article shows you when to gather logs, how to collect them on your device, and how to share them with the support team.

1. When to Share Logs

Share logs with support when:

  • You’ve replicated the issue at least once (so logs capture the failure).
  • Network-switch tests (Wi-Fi vs. LTE/5G) don’t resolve the problem.
  • SIP Optimize (iOS only) and other quick fixes haven’t helped.
  • The issue recurs frequently, or you see app error messages.

2. Enable Debug mode

  • On Android: Go to the dialpad and enter ***33284#, there will be a notification that the debug mode is enabled. You may check this article for the full guide and video (Android: Debug Mode).
  • On IOS: Go to the dialpad and enter ***33284#, the same notification will appear (debug mode enabled). You may check this article for the full guide and video (IOS: Debug Mode).

3. Replicate the Issue

While the app is recording logs (Debug mode), make sure the problematic behavior is active in the app:

  • Place or receive a test call that exhibits the issue (e.g., one-way audio, quality issue, or drop).
  • Note the date and time(include timezone) and any call IDs shown.
  • Keep the app open until you complete the next steps.

4. How to Collect Logs and send them to support

On Android: 

1. Go to settings

2. Navigate to “Developer Options”

3. Click “Logs”

4. The “envelope” icon will let you choose the mail app to use in sending the logs to support(this will automatically attach the log file on your email draft). The next icon will allow you to download the log file manually. When you have the logs, please send them to support@ringfree.com.

On IOS:
1. Go to settings
2. Navigate to “Debug”

3. "Export logs" will allow you to save the log file on your phone. “Email Logs” will let you attach the file automatically to your email draft (this depends on the mail app you are using). Once you have the logs, please send them to support@ringfree.com

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