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:
Step 1: Open File Explorer
Click the folder icon on your taskbar (it looks like a yellow folder),
ORPress the Windows key + E on your keyboard to open File Explorer.
Step 2: Navigate to the Splice Settings folder
In the address bar at the top of File Explorer, paste the following path and press Enter:
%localappdata%\SpliceSettings
Step 3: Locate the logs folder
Inside the SpliceSettings folder, find the folder named logs.
Step 4: Compress the logs folder
Right-click the
logsfolder.If you see the option Send to > Compressed (zipped) folder, click it.
If you don’t see this option right away, click “Show more options”, then choose Send to > Compressed (zipped) folder from the expanded menu.
This will create a
.zipfile in the same folder.
Step 5: Send us the zipped file
Attach the zipped
logsfile in your reply to our support message or email.
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.