If your Jet Soft Phone is failing to run on your Windows or Mac computer, a Jet Support Representative may ask you to create and send a startup log to help diagnose the issue.

Windows

Mac

Creating a Startup Log in Windows

You can run the Jet Soft Phone from a command prompt by pressing "Windows Key + R". This will bring up a run command window. if you installed the Jet Soft Phone in the default location, the path should be:

C:\Program Files (x86)\Jet Interactive\JetPhone\jet_phone.exe -log

The log file can be found in:

C:\Users\[username]\AppData\Roaming\Jet Interactive\Jet Phone\6.0\default_user\Logs

USERNAME in this case refers to the name of the Windows account that installed Jet Soft Phone. Also, the AppData folder is hidden by default.

Please forward this log to your Jet Support Representative by attaching it to your open ticket.

Creating a Startup Log in Mac

Open "Terminal" (often found in the "Other" group when you open "Launchpad")

Then in the terminal window type:  cd /Applications

Note: there is a space between cd and /Applications.

Launch Jet Phone with the "-log" option by typing:  open "Jet Phone.app" --args -log

Then hit Enter.

Jet Phone should start, and diagnostic logs should get written to this file:

/Users/USERNAME/Library/Application Support/Jet Interactive/Jet Phone/6.0/default_user/Logs/Log.txt

USERNAME in this case refers to the name of the Mac user account that installed the Jet Phone app.

The "Library" folder is hidden by default. You can reveal it by selecting "Go" in Finder, then holding the "Control" key. An entry for "Library" should appear in the list of destinations. On macOS Sierra and later versions hidden folders can also be revealed by pressing Command+Shift+Period

Please forward this log to your Jet Support Representative by attaching it to your open ticket.