Support

When an iOS application crashes the system generates a crash report and stores it on your mobile device. The next time you connect your device (iPhone,iPad or iPod touch) to iTunes (when you sync your device in iTunes), iTunes downloads this crash log to your computer. These crash reports can be very helpful in finding and fixing the problems. So we, developers, need these crash reports. There are two ways to send them to us.

1. Have iTunes send them automatically

The first time you setup and sync your iOS device with iTunes it asks you if you would like to send a diagnostic information to Apple anonymously. If you say yes, iTunes would collect any crash reports found during syncing and send them to Apple. Subsequently, they would be forwarded to the app developer. If you want iTunes to send crash reports automatically here is what you need to do:

  • Connect your device.
  • In the iTunes window, under the DEVICES section of the sidebar you should see your device. If you right click (control click) on your device a contextual menu will display.
  • Choose Reset Warnings option.
  • Sync your device.

When you sync you would see the following dialog:

If you click OK, iTunes will automatically forward all crash reports on your device to Apple which, in turn, will send them to us.

So far, we received just one crash report this way. We would highly recommend to send your crash reports manually.

2. Send Crash Reports to us manually

If you don't want iTunes send reports automatically, you can still send them to us manually.

First, you need to make sure that your iTunes are set up properly. You need to repeat all steps described above (I am repeating them here just for the convenience sake):

  • Connect your device.
  • In the iTunes window, under the DEVICES section of the sidebar you should see your device. If you right click (control click) on your device a contextual menu will display.
  • Choose Reset Warnings option.
  • Sync your device.

When you sync you would see the following dialog:

Click No Thanks.

Now you need to navigate to the folder where iTunes copied any crash reports. This depends on what platform you are using.

Mac OS X:

~/Library/Logs/CrashReporter/MobileDevice/[DEVICE_NAME]

Windows XP:

C:\Documents and Settings\[USERNAME]\Application Data\Apple Computer\Logs\CrashReporter\MobileDevice\[DEVICE_NAME]

Windows Vista or 7:

C:\Users\[USERNAME]\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice\[DEVICE_NAME]

[USERNAME] is the user's login name for the computer. [DEVICE_NAME] is the name of the iPhone, iPad or iPod touch, for example, Johan's iPad.

Since we will need crash reports, please send .crash files only. Here is an example of a random crash report name: mappocket_2011-06-26-204442_sverins-iPad.crash. As you can see, the crash report file name has following structure: [APP_NAME]_[DATE]_[DEVICE_NAME].crash.

The more details you provide the better chances to fix the bug. So, in your email please be as decsriptive as possible about what you were doing when crash happened.