Sending a problem report and client logs

Zoom has a request form and log data to be sent in the case of problems or issues during a Zoom meeting, webinar, or while using the Zoom application to chat or schedule a meeting. You can send the error message and log files to Zoom. Our Customer Support team uses these reports and logs to troubleshoot issues in a timely manner and to resolve problems that occur. We recommend you open a ticket with Zoom first in order to request support before sending the report if you don’t already have one open.

An in-depth analysis may be necessary, in which case Support may be able to provide you with a special troubleshooting version that will need to be installed. Install the software and replicate the issue, then retrieve the logs using the following instructions.

Prerequisites for sending a problem report and client logs to Zoom Support

• The Zoom desktop client is the following:
  • Currently, there are the following versions of Zoom’s desktop client available for Mac OS: Mac OS version 4.6.0 (13614.1202)
  • The Zoom mobile application has to be version 5.0.0 or higher for Windows v4.6.0 (13610.1201)
• in order to use it
  • on an Android device running version 5.0.0 or higher.
  • On an iOS device running version 5.0.0 or higher

This article will show you how to send a problem report using Zoom’s desktop client

Windows | macOS | Linux

• Log in to the Zoom desktop client using your email address and password.
• Then, on the right-hand side, click the Settings button.
• Select Statistic on the left-hand side.
• When the report has been sent, click On.
• When the report has been sent, you will be able to select a product.
• If you have a problem, you will need to choose it from the drop-down list on the right, and then you will need to specify when it occurred.
• Enter the description of the problem under the heading Description.
• Ensure that the checkbox next to Include log file and system information in the problem report is checked so that Zoom Support can send a copy of the log files generated by the client with the problem report to you.
• Select the check box next to I have a ticket ID (if you have an existing support ticket) and enter the number of the ticket you have already opened.
• Finally, click the Send button.

How to send a problem report from the Zoom mobile app

Android | iOS

• Open the Zoom mobile app and sign in.
• You will see the Settings icon.
• Press the About button and then tap the Report Problem button.
• The first thing you need to do is tap on the product you would like to submit a report for, then tap Next.
• You will be prompted to provide the following information:
  • Please describe the issue: Select the issue you want to report. Upon selecting something, a text box appears to allow you to describe the problem in a step-by-step manner, if possible, so as to provide a detailed explanation of the problem.
  • If the problem occurred at a certain time or date, please specify it in the time and date field.
  • In order to be able to send log files generated by the client to Zoom Support, you need to enable this option.
  • Having a ticket number: If you already have a support ticket, please enter the number in the box below.
• Tap the “Send” button.

Recover crash log for mobile app

The Zoom support team can provide assistance to you through manual access to historical crash logs to submit to them and help resolve the issue. In this method, the specific event logs can be retrieved and sent through a problem report if they exist within the device. These logs may also be sent through email if present within the device.

Android

• A computer should be connected to your Android device.
• Go to the following website:
  SD Card /android/data/extensions/api/zoom.videoconferences/log
• Create a .zip or similar file type by compressing the folder.
• If you want Zoom Technical Support to review the compressed logs, you should send it to them.

iOS

• Go to the Settings app on your iOS device.
• Select the Analytics and Improvements section under the Privacy section of the app.
• Click on Analytics Data.
• If your crash occurred at a time stamp that corresponds to zoom-xxx.IPS file, you will need to locate the file.
• After you locate the file, you will need to export it.
• Once the file is exported, you will need to submit it to Zoom Technical Support.

The troubleshooting versions of the logs can be retrieved in a number of ways

MacOS

• The Support team will provide you with a link to download and install the installation package.
• All you need to do is double-click the link to begin installing.
• If you are prompted to update the Zoom desktop client, ignore the prompt.
• Make a duplicate of the issue.
• The Open Log Folder or Console.app will open up the Open Log Folder or Console.app will open up the Zoom.us folder.
• Approximately 1 to 2 minutes into the process, the Zoom.us folder will open up. In other words, you can use yourname.zip as an example.
• The log file can be sent to us in a zipped format or uploaded to Dropbox and the link sent to us.
• In order to prevent further problems, you should uninstall this troubleshooting version of Zoom and reinstall it from the Downloads page after you have sent the logs.

Locate The Log Folder On A Macos Device

• Open the Finder application.
• Click on the Go button at the top of your screen.
• The Library folder will be displayed when you hold down the Option/Alt keys.
• Click on the Logs folder. 
• Select the zoom.us folder by using the control or right click options.
• Then select the Compress option.

• This is what you must send to us on a support ticket.

Windows

• From the Support team, you can download the installation package.
• Start the installation by double-clicking.
• Start the computer and ignore any update prompts.
• Make a duplicate.
• Using the computer’s file explorer, navigate to the log files located as follows:
  • Windows 7+: C:\Users\your account\AppData\Roaming\Zoom\logs
  • XP:
  •  C:\Documents and Settings\your account\Application Data\Zoom\logs
    
    Note :  Your computer may hide these folders. In order to find %appdata%, you will need to either search for it or temporarily display all hidden files and folders.
• Using the ticket number as the name of the zip file, ZIP the latest log files and name it as follows: example ticket 4444.zip or yourname.zip
• Alternatively, we can upload the zipped log to Dropbox/Google Drive and send the link to us or send us the zipped log via email.
• If the logs have been sent, then you should uninstall the troubleshooting version of Zoom and reinstall it from the Downloads page.

Linux

• The Support team has provided a link where you can download the installation package.
• Once you have downloaded the package, you can install it as needed. Depending on your version, the installation will be done through the Software Center. To find out how to install Linux on different types of files, please refer to our Linux installation instructions.
• Sign on to the new Linux client and try to replicate the problem by running the same test case.
• You will need to navigate to the Log folder by entering the following commands in your terminal:

• navigate to ~/.zoom
  
  
  

• and compress the log file. Users running Ubuntu 14.04 will use the following command to tar their log files:command to tar their log files:

  $ tar -cvvf logs.tar logs.tgz
  
  

• If you want to send us the files in the most convenient manner, it may be a good idea to move the newly compressed file. If you do the following, you will move the log folder from the Documents directory to the Logs folder.

  Move logs.tar to /home/[Your Name]/Documents

• If you have zipped logs, or if you have uploaded logs to Dropbox and sent us the link, please send them to us.
• I would recommend you to remove the troubleshooting version of Zoom and reinstall it from the Downloads page as soon as possible after sending the logs.

Desktop client advanced troubleshooting

When a problem report is submitted, logs are inherently not written to disk; instead, they are stored in a temporary memory bank, and they are periodically overwritten with new data. In the event that a report is submitted before the events have been modified, this can lead to them being overwritten.

If you enable the memory log collection within a client, that client will write persistent data files to the machine’s hard drive, thus eliminating the need to worry about overwriting data or core events. The logs produced with memory logs enabled are very similar to those generated with the problems report option turned on. Nevertheless, it is recommended that the logging be disabled once Zoom Support has reviewed the log files to save disk space and to keep a machine operating efficiently.

This process produces Zoom memory logs, which are not encrypted in the file level as they are not transmitted over the network. To perform troubleshooting on Zoom clients‘ log files, it is highly recommended that the logs be transported securely over secure transport methods for data security.

Enable desktop client memory log

Windows

• Exit the Zoom desktop client by clicking the X icon.
• Navigate to:

  %appdata%\Zoom\data.

• In a text editor, such as Notepad, right-click the Zoom.us.ini file and make the desired changes.
• There is a new section under the ZoomChat section which should be added to:

  enable.memlog.file=true

• The file should be saved.
• The Zoom desktop client should now be launched with logs enabled.
• Is this what you are experiencing?
• Click on the “Exit” button.
• Go back to the following page:

  zoom.com/logs/ %AppData%/Zoom

• It is highly recommended that you compress this folder into a .zip file or a similar format.
• The configuration that was added in Step 4 must be removed.
• The Zoom Support team should be contacted for a review of the log files.

Having completed the capturing of the logs and submitting them, zoom.us.ini should be edited again to disable logging.

• Zoom’s desktop client must be closed before you can exit.
• Navigate to:

  %appdata%\Zoom\data.

• In a text editor, such as Notepad, right click the Zoom.us.ini file and make the necessary changes.
• The line that had previously been added to the [ZoomChat] section should now be changed to read:

  enable.memlog.file=false

  Note : Instead of simply disabling logging, it is possible to remove this line from the code altogether. 
• The file will be saved.
• The Zoom desktop client will be launched without logging enabled.

MacOS

• Zoom should be closed when you are done using it
• in the Terminal.
• If you would like the logs to be enabled, go ahead and enter the following command:

  plutil -replace "enable\\.memlog\\.file" -string "true"  ~/Library/Preferences/ZoomChat.plist

  Note :  There may be an unintentional line break introduced when copying commands from this document. Make sure that you execute the commands exactly as written.
• After executing the following command, make sure the configuration has been updated:

  In this case, use the following command: "plutiIt is important to confirm that the line 'enable.memlog.file' => 'true' appears in the response list. => "true" is present in the response list
  .

• If you go to the Activity Monitor, you can search for “cfprefsd”.
• If you see it, click Quit and then click Force Quit in order to force the process to stop.
• Once the logging has been enabled, re-launch Zoom to begin recording.
• The issue should be reproducible.
• You should close the Zoom application.
• Click on the following link:
  Click here: */Library/Logs/Zoom.us
• Once you have the folder, you can compress it into .zip format.
•  Zoom Support should be able to review the logs.

It is recommended that you disable logging once you have captured and submitted logs.

• Open the Terminal or switch back to it if you have already done so.
• Now we have to remove the configuration. We need to enter the following command and execute it.

  plutil -remove "enable\\.memlog\\.file" ~/Library/Preferences/ZoomChat.plist

• Run the following command to confirm that the logging configuration has been removed:

  plutil -p ~/Library/Preferences/ZoomChat.plist

• In the response list, make sure that the line “enable.memlog.file” => “false” appears.
• In Activity Monitor, look for cfprefsd and disable it if it exists.
• Choose the process name, click Quit and then click Force Quit.

Linux

• Please close the Zoom desktop client.
• You can find it here:
  ~/.config/
• Alternatively, you can open zoomus.conf in your chPlease add a new line at the end of [General] section with the following words:e with the following:

• enable.memlog.file=true
  
  
  

• Please save the configuration file.
• After that, please launch Zoom again.
• If you are still experiencing problems, please let me know.
• If you are still experiencing problems, please let me know.
• Navigate to:
  ~/.zoom/logs/
• after which you need to create a .zip file or a file of a similar format in order to compress it.
• You can submit the logs to Zoom Support for review.

If you wish to disable logging, please edit the zoomus.conf file again after you have captured and submitted the logs.

• Close the Zoom desktop client by clicking the close button.
• Navigate to:
  ~/.config/
• Zoomus.conf must be opened in a text editor of your choice.
• Make the following changes to the previously added line under the [General] section:

  enable.memlog.file=false

  Note : The line can be removed entirely rather than just disabling the logging feature.
• Click save.
• Now relaunch Zoom Desktop and the logging feature will no longer be enabled.

Read it also –

Frequently Asked Questions

How do I collect logs from Zoom?

1. Win7+: C:\Users\your account\AppData\Roaming\Zoom\logs.
2. XP: C:\Documents and Settings\your account\Application Data\Zoom\logs. Note: These folders may be hidden on your computer.

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