If you are experiencing an issue connecting to your Ditto receiver(s) while using Ditto Connect, use the instructions below to gather log IDs. These IDs help the Ditto customer success team to troubleshoot the issue more efficiently.
Note:
Gathering log IDs is only available in the installable version of Ditto Connect.
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How to gather log IDs from Ditto Connect for macOS
Step 1: Once the issue occurs, click Help in the taskbar, then select Troubleshooting Information
Step 2: Copy the log IDs presented in the Troubleshooting Information menu 
Step 3: Open a support ticket with Ditto support and send the log IDs for the logs to be pulled and reviewed
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How to gather log IDs from Ditto Connect for Windows OS
Step 1: Once the issue occurs the user will need to select Leave Room to exit to the Ditto Connect main menu
Step 2: Select Help to open the log IDs menu 
Step 3: Copy the log IDs presented in the Troubleshooting Information menu
Step 4: Open a support ticket with Ditto support and send the log IDs for the logs to be pulled and reviewed.
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How to gather log IDs from Ditto Connect for iOS
Step 1: Once the issue occurs the user will need to select Back to exit to the Ditto Connect main menu
Step 2: Press and hold on the iOS device screen for a few seconds then release to open the Troubleshooting Information menu opens
Step 3: Select Troubleshooting Information and copy the log IDs in the menu. Open a support ticket with Ditto support and send the log IDs for the logs to be pulled and reviewed.
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How to gather log IDs from Ditto Connect for Android OS
Step 1: Once the issue occurs the user will need to select the back arrow to exit to the Ditto Connect main menu
Step 2: Press and hold the home screen of Ditto Connect to open the help menu then select the "hamburger menu" icon to open the help menu 
Step 3: Select Troubleshooting Information
Step 4: Copy the log IDs in the menu. Open a support ticket with Ditto support and send the log IDs for the logs to be pulled and reviewed.
