If you need to open a support case regarding the Laserfiche Mobile app, you should be sure to include your device's crash logs. When an app crashes, detailed information about that crash is logged on your device. Submitting these crash logs can expedite the handling of your support case. For resellers opening a case from the support site, please have this information beforehand so that when you open the case, you can supply the information at that time as well.
To find your mobile device's crash logs
- Sync your device with iTunes. This will copy the crash logs stored on your device to your computer.
- If you are using an Apple operating system, the crash logs will be copied to <your home folder/Library/Logs/CrashReporter/MobileDevice/device name.
- If you are using Windows XP, the crash logs will be copied to C:\Documents and Settings\Users\your username\Application Data\Apple computer\Logs\CrashReporter\device name.
- If you are using Windows 7, the crash logs will be copied to C:\Users\your username\Application Data\Apple computer\Logs\CrashReporter\device name.
- The files will start with the name of the application and contain a date stamp. Submitting the reports starting with "Laserfiche" or "LowMemory" when you open a support case will help us resolve the issue faster.
Other useful information to include
- A description of the issue. If the issue is happening when certain actions are taken or events take place (opening documents, doing a particular type of search, etc.,), please describe them in detail.
- Include the device type, iOS version, the version of Laserfiche Mobile installed on the device, and the exact version of Laserfiche Web Access and Laserfiche Server.
- Indicate whether you can connect to the same Web Access Server from the device where Laserfiche Mobile is installed.
- On the machine where the Laserfiche Mobile add-on is installed, open IIS and note the type of authentication that is enabled for the WebAccessMobile sub-directory of the Laserfiche8 virtual directory.