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How to send a troubleshooting log

  • Updated

Sometimes the Jet team will ask you to send a log from your device.

This enables our internal team and our third-party developer partners to see specific device connection and activity information to assist with any issues further.

 

Please select your device type below for the steps:

Sending from iOS

If your app is successfully logged in and running on the device, please follow the below steps to record new app activity and send us your user logs:

  1. In your Jet phone app, go to the top left menu -> Settings -> Advanced Settings.
    Scroll down to Verbose Logging, toggle this on and select Apply Changes.
    iOS_advanced_settings.jpeg    iOS_Verbose_Logging.jpeg

  2. Conduct your testing required.
    1. Place an outbound call from the app to any recipient from your Jet Soft Phone. Remain connected for at least 5 seconds.
    2. Place an inbound call to your direct number and attempt to answer on the device you are troubleshooting (do not answer on any other device). If you pick up this call, remain connected for at least 5 seconds.
    3. If you are troubleshooting for issues with call transferring or call conferencing, please attempt these actions as well.

  3. Once the calls above have been completed, open your app's Advanced Settings again (step 1).

  4. Scroll down and select Send Log. 
    iOS_send_log.jpeg

  5. Notify Jet Support that you have provided us with the log.

 

Sending from Android

If your app is successfully logged in and running on the device, please follow the below steps to record new app activity and send us your user logs:

  1. In your Jet phone app, go to the top left menu -> Settings -> Advanced Settings.
    Scroll down to Verbose Logging, toggle this on and select Apply Changes.
    314655268_833820044486031_5011733165333851690_n.jpg     Android_Verbose_logging.jpeg

  2. Conduct your testing required.
    1. Place an outbound call from the app to any recipient from your Jet Soft Phone. Remain connected for at least 5 seconds.
    2. Place an inbound call to your direct number and attempt to answer on the device you are troubleshooting (do not answer on any other device). If you pick up this call, remain connected for at least 5 seconds.
    3. If you are troubleshooting for issues with call transferring or call conferencing, please attempt these actions as well.

  3. Once the calls above have been completed, open your app's Advanced Settings again (step 1).

  4. Scroll down and select Send Log. 
    Android_Send_Log.jpg

  5. Notify Jet Support that you have provided us with the log.

 

 

Sending from a Mac desktop or laptop

  1. On your Jet phone application via your device, go into Help --> Troubleshooting.
    Screenshot_2022-11-08_at_11.50.20_am.png

  2. Click on the Support tab and change your Log Level to Debug.
    Mac_change_log_level.jpg

  3. Conduct your testing required.

    1. Place an outbound call from the app to any recipient from your Jet Soft Phone. Remain connected for at least 5 seconds.

    2.  

      Place an inbound call to your direct number and attempt to answer on the device you are troubleshooting (do not answer on any other device). If you pick up this call, remain connected for at least 5 seconds.

    3. If you are troubleshooting for issues with call transferring or call conferencing, please attempt these actions as well.

  4. Once complete, head back into Support in Steps 1 & 2, and click Send Log Report.
    Mac_send_log_report.jpg

  5. Change your Log Level back to Standard. (Do not do this until the logs have been sent in the previous step.)

  6. Notify Jet Support that you have provided us with a log.

 

Sending from a Windows desktop or laptop

  1. On your Jet phone application via your device, go into Help --> Troubleshooting.


  2. Click on the Support tab and change your Log Level to Debug.


  3. Conduct your testing required.

    1. Place an outbound call from the app to any recipient from your Jet Soft Phone. Remain connected for at least 5 seconds.

    2. Place an inbound call to your direct number and attempt to answer on the device you are troubleshooting (do not answer on any other device). If you pick up this call, remain connected for at least 5 seconds.

    3. If you are troubleshooting for issues with call transferring or call conferencing, please attempt these actions as well.

  4. Once complete, head back into Support in Steps 1 & 2, and click Send Log Report.


  5. Change your Log Level back to Standard. (Do not do this until the logs have been sent in the previous step.)

  6. Notify Jet Support that you have provided us with a log.

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