Send the following Info with the logs to us:
- iPhone/iPad/Android model and OS version
Eg: iPhone 6S iOS 10.02
- iKeyMonitor Version
- Your license key
- Other Info which may help us identify the bug:
Eg: Specific settings, steps or Conditions for the issue.
For troubleshooting problems with crashes a regular log is almost always not enough. In such cases to identify the origin of the problem we need system log. Below is the instruction how to collect and get it.
ROOT users - Android
Exit all unrelated or unwanted apps so other app activities won't get logged too
Choose "Record" in the file menu. Choose a name for a log file or just press OK. Now you can press Home button, MatLog will continue recording the log in background.
Reproduce the issue or crash (Make it crash). Or wait 10 minutes if the bug is not a crash.
Open MatLog press "Stop record" in the menu.
Send this log to our support team firstname.lastname@example.org
Non Root users - Android
Part #1: prepare the device
Switch device to the developer mode. To do this: go to "Settings" -> "About" -> tap on Build Number 7 times.
Go to "Developer Options"
Enable "USB debugging"
If your device runs Android 5.0 or later, increase "Logger buffer sizes" to 4MB per log buffer
4MB should be enough for storing the logs we need until you're able to do the second part (getting log from the device);
Important: You need to reproduce the problem after you've done with the first part!
Part #2: get the log
Connect your device to PC with USB cable
Download ADB TOOL from https://androidfilehost.com/?fid=24052804347803384
or Direct download link (platform-tools-latest-windows.zip)
Run this command in the console (it will be opened after install):
adb logcat -v threadtime -d > C:\logcat.txt
Send this log to us by contacting support or by any other way.
Paste the log into a new text file and then send it to email@example.com.
For Jailbroken iPhone/iPad:
Search for "CrashReporter" via Cydia, then find the springboard crash report in CrashReporter, copy and send it to us when the crash/safe mode issue happens.
Send the crash report to us by email.
- Open "iFile" on the target device. (Search "iFile" in Cydia to install it)
- Find the folder "/var/mobile/Library/Logs/CrashReporter"
- Tap on "Edit" at the top right corner, select the files with name beginning with "SpringBoard"
- Touch the mail icon at the bottom to send the files to us by email
Send the crash report to us by email to support(at)ikeymonitor.com.
Our technicians will try to reproduce the issue and fix it ASAP.
Thanks for your cooperation and understanding!