This article explains how to gather logs for the Ditto tvOS Receiver application. We may request logs to help diagnose an issue while troubleshooting.
Once this process is initiated and logs have been sent, our team can remotely pull the logs from the Apple TV for troubleshooting.
Note:
- Starting the log-gathering process requires a valid iCloud account for the Apple TV.
- Apple TVs managed by MDM solutions are usually not logged in with a valid iCloud account. In that case, the Apple TV may need to be temporarily unenrolled from the MDM or logged in with a valid iCloud account to complete the log-gathering process.
Step 1: Log into your Ditto Account Portal
Step 2: Navigate to the Receivers section of the Ditto Account Portal
Step 3: Select the Apple TV receiver, then open the Settings tab
Step 4: Change the Logging Level to Verbose
Step 5: Open the Ditto tvOS Receiver application on the Apple TV and enter the code below using an Apple TV remote to access the logging menu.
Code: [Play/Pause] [Play/Pause] [Play/Pause] [Menu/Back] [Play/Pause].
Step 6: Once the “Send Logs” button is selected, the text will switch to “Sending” to inform the user that the action is in progress.
Warning: If you receive an error message stating that the logs failed to send, please check that you are using a valid iCloud account, restart the Apple TV, and try the code again.
Step 7: If the logs are sent successfully, a popup notification will appear and disappear after a few seconds.
Once the logs are sent from the Apple TV, please contact the Ditto customer success team to inform us that the logs were sent. Our team will retrieve the logs remotely for troubleshooting.