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How to gather logs for Ditto Connect

If you are experiencing an issue connecting to your Ditto receiver(s) while using Ditto Connect, use the instructions below to gather device logs. These logs help the Ditto customer success team to troubleshoot the issue more efficiently.  

Note:

For macOS, Windows, and Chrome browser issues, please attach the requested log file or console log to your support ticket. For iOS and Android issues, please send the log IDs shown in the app.

macOS

  • Reproduce the issue you are having in Ditto Connect.

  • Open Finder.

  • Select Go from the menu bar at the top of your screen.

  • Select Go to Folder.

  • Type the following path, replacing "USERNAME" with your Mac username: /Users/USERNAME/Library/Application Support/Logs.

  • Locate the file named Ditto.log.

  • Open a support ticket with Ditto support and attach the Ditto.log file.

Windows OS

  1. Reproduce the issue you are having in Ditto Connect.

  2. Open File Explorer.

  3. Type the following into the File Explorer address bar: %localappdata%

  4. Press Enter. This will open the AppData\Local folder for your Windows user account.

  5. Open the Ditto folder.

  6. Locate the file named Ditto.log

  7. Open a support ticket with Ditto support and attach the Ditto.log file.

Chrome Browser

Use these steps if you are using Ditto Connect in the Chrome browser at connect.goditto.com.

  1. Open a Chrome web browser window.
  2. Right-click anywhere in the browser window and select Inspect.
  3. Select Console in the top menu bar.
  4. Next to the search bar, set the logging level to Verbose or All Levels.
  5. Select the Clear Console icon.
  6. Open connect.goditto.com in the URL bar.
  7. Try to reproduce the issue you are having.
  8. Right-click in the Console and select Save as.
  9. Attach the saved console log file to your support ticket or reply.

Please send us this file so we can review the browser console details from your session.

iOS

  1. Once the issue occurs, select Back to exit to the Ditto Connect main menu.

  2. Press and hold on the iOS device screen for a few seconds, then release to open the Troubleshooting Information menu.

    DittoConnect_IOS_Main_Menu-1


    DittoConnect_IOS_Troubleshooting_Information_Menu

  3. Select Troubleshooting Information.

    DittoConnect_IOS_Troubleshooting_Information_LogID-1

  4. Copy the log IDs shown in the menu.

  5. Open a support ticket with Ditto support and send the log IDs so the logs can be pulled and reviewed.

Android OS

  1. Once the issue occurs, select the back arrow to exit to the Ditto Connect main menu.


    DittoConnect_AndroidOS_Main_Menu

  2. Press and hold the home screen of Ditto Connect to open the help menu.

  3. Select the menu icon to open the help menu.


    DittoConnect_AndroidOS_Help_Menu

  4. Select Troubleshooting Information.

    DittoConnect_AndroidOS_Help_Menu_Expanded-1

  5. Copy the log IDs shown in the menu.


    DittoConnect_AndroidOS_Help_Menu_LogIDs

  6. Open a support ticket with Ditto support and send the log IDs so the logs can be pulled and reviewed.