Sending system logs to Support

When troubleshooting an issue, Innuos Support may request a copy of your System Logs.

To create and submit a copy of your systems logs, please follow these steps:

1. On Sense App, go to SYSTEM > SETTINGS > SYSTEM LOGS
2. Set the mode to ON to enable the system to log its activities.
3. You should then proceed through the steps to recreate the problem that you are encountering.
4. Once your issue is replicated again whilst the system logs mode is enabled, you should then return to the SYSTEM LOGS menu again and select SEND LOGS TO INNUOS. This will send a copy directly to our support team.
5. Follow up with Innuos support to notify this is done and confirm receipt of the logs.
6. Once the logs are uploaded to Innuos, please disable the toggle in System Logs to improve system performance by reducing unnecessary diagnostics logging in the background.

NOTE: If the logs were not received by Innuos support, you may be directed to the SYSTEM LOGS menu again and use the ‘download logs locally’ to manually download a zip file copy of the logs to then be attached by email and sent to Innuos support.