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The game crashed. How do I send you a crash log so you can investigate? (iOS, any app)

Note: This FAQ uses Alphabear as an example, but the same steps apply for any iOS app that has crashed.

Try this way first

  1. Launch the Settings app.
  2. Go to Privacy >> Diagnostics & Usage >> Diagnostics & Usage Data
  3. All of the crash logs since your last sync with a computer should be listed. They are listed by the app name followed by the date and time of the crash.
    • Note: For Bushido Bear, the files you want to look for start with the word "GiantSword", not "BushidoBear".
  4. Find the alphabear crash logs.
  5. Tap the most recent alphabear log (as determined by the date and time in the file name). This should display the text of the log--a bunch of technical-looking stuff.
  6. Use the text selection tools to select the entire text of the log. Once the entire text is selected, tap Copy.
  7. Open your email program, paste the copied text into the body of the email, and send the email to support@spryfox.com

Alternative (use if you can't find the log the other way)

  1. To find your crash log, first sync your device with the iTunes on your computer. (You must sync, or the crash log will not be transferred from your device to your computer.)
    iTunesSyncButton.jpg
  2. If you are playing on Windows, temporarily make hidden files visible.
  3. The following instructions apply to Step 4:
    • You should replace "YOUR_USER_NAME" with your username (e.g., "Susan" or "jbsmith" or whatever it happens to be). Positioning on the parent folder will show you all the different usernames so you can pick the one that seems appropriate.
    • For people who need to access Windows' AppData folder, this is a hidden folder. To access it, you may have to temporarily make hidden files visible.
    • YOUR_DEVICE_NAME is something like "Larry Jones iPad". This differs for each device, so we can't tell you ahead of time what it will be. Positioning on the parent folder will show you all the different device names so you can pick the one that seems appropriate.
  4. Access this folder (replace "YOUR_USER_NAME" and "YOUR_DEVICE_NAME" with the appropriate values):
    • Mac OS X: ~/Library/Logs/CrashReporter/MobileDevice/YOUR_DEVICE_NAME
    • Windows XP: C:\Documents and Settings\YOUR_USER_NAME\Application Data\Apple Computer\Logs\CrashReporter\YOUR_DEVICE_NAME
    • Windows Vista/7/8: C:\Users\YOUR_USER_NAME\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice\YOUR_DEVICE_NAME
  5. Within that folder, look for the files that begin with "alphabear" and send us the ones that were created at roughly the time of the crash. The date and time of the crash are indicated in the file name. E.g., "alphabear_2012-06-14-103832_SpryFox-iPad.crash" was a crash that occurred on 2012-06-14 at 10:38am (and 32 seconds). Email that file to support@spryfox.com. If you aren't sure which one to send, feel free to send more than one.
    AB_iOSCrashLog.jpg
    • Note: For Bushido Bear, the files you want to look for start with the word "GiantSword", not "BushidoBear".
  6. If you do not see any files here corresponding to your crash, look in the subfolder named Retired; the file may be here instead.
  7. Email the log(s) to support@spryfox.com.
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