How to send diagnostic information to our support team
1. In the main app window click the top-left headset icon and pick Settings from the menu:
2. Navigate to Main tab:
3. Make sure that Log level setting of Application logging section is set to Debug. If it is not, change it to Debug, save settings and restart Softphone.Pro. Replicate the issue you have encountered after restart.
4. Open application settings on the Main tab. Go to Application logging section and click Generate support info:
5. You should see a new window with report ID. Click Copy:
6. Click OK:
7. If the report ID is empty, go to:
- C:\Users\[WINDOWS-USER]\AppData\Local\SoftphonePro if you are on Windows
- /Users/[USER]/Library/Application Support/SoftphonePro/ if you are on MacOS
and save all files and folders from this location (except records and video folders) to a .zip archive.
8. Send an email to technical support at help@softphone.pro. Attach report ID you got during step 5 or .zip archive you saved during step 7 and detailed description of the situation you encountered:
- If the situation is replicated during calls: description of the situation, time of the test call, caller/called number;
- If the situation isn't replicated during calls: description of the situation, time the issue was replicated on
Please note that support won't be able to analyze the report if you don't send issue description along with the report.