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Logs & Diagnostics

Export Guide

How to export the right log window

When support asks for logs, the goal is not to export everything. The goal is to export the incident window that includes the failure, the lead-up, and the immediate aftermath.

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Basic export steps

  1. Open Logs.
  2. Set the time range that includes the problem. The app already offers practical windows like the last 6 hours and last 24 hours.
  3. Filter to the relevant connection or account if you can narrow it down.
  4. Export the logs in the format support requests.

Best practice for the time range

  • Export immediately after the issue happens, before the useful context gets buried.
  • Include at least 5 to 10 minutes before and after the event when possible.
  • Always include the exact time and timezone in the ticket body.

When this matters most

This matters when you need to send evidence to support, preserve a record of an incident, or compare a failed event against a successful one in the same time range.

What not to send by itself

  • A cropped screenshot without timestamps.
  • A broad export that spans many unrelated sessions.
  • A message that says only "it failed" without the affected symbol or connection.