Sometimes, our CX team will require you to send us your desktop app logs. This allows our team to view the app’s activity and properties. If you have an issue with the desktop app and reach out to our support team, please briefly explain the issue, and attach the app's log file.
Downloading logs from the Desktop App:
Click the user icon in the top right
Click Preferences
Click Download Logs
A file named SpliceLogs*<your Splice username>**.zip* will be created on your desktop; please attach this file to your request.
If you are unable to access your logs through the Desktop App, here is how to manually locate them depending on your operating system:
Windows:
Open File Explorer and go to
C:\Users\YourUsername. (Replace "YourUsername" with your actual Windows username)
From here, open the AppData folder. (If you don’t see AppData, click on “View” at the top and check “Hidden items” to make it visible)
Go to Local > SpliceSettings > com.Splice.splice.
Inside the com.Splice.splice folder, find a folder named logs.
Right-click the “logs” folder, select "Compress" or "Send to zip," then attach this zipped file in your reply.
Mac:
Open Finder.
Use "Go to Folder":
From the menu bar, click on Go > Go to Folder… (or press [CMD] + [SHIFT] + G).
Enter the Folder Path:
Type the following path and click Go:
~/Library/Application Support/com.Splice.splice
(The ~ symbol represents your home directory, so you don't need to replace "Username.")
Locate the Logs Folder:
Inside the com.Splice.splice folder, find the logs folder.
Zip the Logs Folder:
Right-click on the logs folder and select "Compress 'logs'" to create a zip file.
Send the Zip File:
Please attach the zipped folder in your reply so we can investigate the issue.