Send us a diagnostic log

When something goes wrong, the most useful thing you can send us is the app's own diagnostic log. It is written on your device as you use the app, and it is designed from the start to be safe to share.

What is in it

The log records what the app did: counts, ids, durations and events. Sync started, twelve messages arrived, a folder took four seconds, a connection was refused.

It never contains message content, subjects, addresses or credentials. That is not a promise about how carefully it is written, it is what the log is allowed to hold, and it is checked automatically before any change to the app ships.

It is capped at about 4 MB. When it reaches the cap the oldest entries are dropped, so it stays small and always describes what happened recently.

The log stays on your device unless you choose to send it. Nothing uploads it on its own.

Look at it yourself first

You are welcome to read it before you send it, and we would rather you did.

Open Settings and choose Diagnostics.
Choose View log.

The same screen shows the current Log size and how many Archived files there are, and Copy path puts the file's location on your clipboard if you would rather open it in your own editor.

Send it to us

Open Settings and choose Diagnostics.
Choose Share log….
On Android, iPhone and iPad, confirm when the app asks: it repeats what the file does and does not contain before it hands anything over. On macOS the system's own share sheet opens straight away, with that same note on the screen above the button.
Send the file to info@allodia.eu, along with a sentence about what you were doing and what you expected to happen instead.

That last sentence matters more than it sounds. The log tells us what the app did; only you can tell us what you wanted it to do.

When we ask for more detail

Some problems do not leave enough behind in the ordinary log. If we ask, turn on Include more detail in the same Diagnostics screen, reproduce the problem, then share the log.

The setting stays on until you turn it off, including after a restart, so turn it back off once you have sent us what we asked for. The extra detail follows the same rules as the rest of the log: more events, more timings, still no message content.

Note

How we handle what you send is covered in our privacy policy. In short: we use it to answer you and resolve the issue, and for nothing else.

Before you write to us

Two things are worth trying first, because between them they explain a lot of reports:

Check the account is still signed in. If your provider expired the sign-in, the app says so and offers to reconnect.
If the local copy looks wrong rather than the mail itself, resetting it is quick and safe. See How your mail syncs.

If neither helps, send the log. That is what it is for.