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    Contents
    • Using Scanner
      • Install Scanner Pro
      • Install Scanner Mini
      • Scanner Pro and Scanner Mini difference
      • Supported languages
      • Open the Scanner settings
      • Editing options in Scanner
      • How to crop and rotate scans
      • Choose your scan size (Custom, A4, A5…)
      • Change the color mode
      • Erase irrelevant details
      • Straighten curved lines on scans
      • Create a scan
      • Create a multi-page scan
      • Create a folder
      • Creating subfolders
      • Move scans into a folder
      • Rename a folder
      • Rename a scan
      • Reorder pages within a multi-page scan
      • Switch between the Grid and List views
      • Sorting options
      • Choose between saving as a PDF, JPEG, or TXT
      • Share scans using the Share Button
      • Send faxes from the scanner app
      • Print scans
      • Share scans from cloud via a link
      • Share scans with Android devices
      • Transfer scans to desktop
      • Password protect scans while exporting
      • Use your cloud storage with Scanner
      • Connect new cloud storage and choose the upload mode
      • How to manually upload files to cloud storage
      • Use iCloud and Share with iCloud Drive differences
      • Text Recognition (OCR)
      • How to search through the recognised text
      • Scanner Widgets
      • Quick Actions
      • Extension in Photo Library
      • Scan documents in iMessages
      • Workflows
      • Smart Categories
    • Billing & Subscription
      • Use Scanner for free, or subscribe
      • How to check and manage your subscription status
      • How to cancel the free trial for Scanner PLUS
      • Refund processes in Scanner Pro and Scanner Mini
    • Troubleshooting
      • I don’t see my scans in the scanner app
      • Can't email scans
      • Scanner crashes
      • There are no “Use iCloud for Sync” and “Store Scans in iCloud” options in Scanner Settings
      • Scanner Freezes
      • Unable to scan
      • Restore accidentally deleted scans
      • Scans don’t auto upload to my cloud storage
      • Fax did not pass
      • Fax function disabled
    • Privacy & Data
      • Scanner privacy FAQ
      • Password protect the Scanner app
    • Contact us
    Home Troubleshooting Scanner crashes

    Scanner crashes

    If Scanner crashes, please contact our Support Team by following the instructions below. We’ll ask you for crash logs - the data the app generates when it crashes. It contains information related to where the issues causing the crash occurred. Looking at these logs will help us investigate and fix the issue. Please note that crash logs generated by our system do not contain any parts of your documents.

    Jump to:
    • Step 1. Find crash logs
    • Step 2. Send them to our Support Team
    • If there are no crash logs in iOS Settings

    How to find crash logs on your iOS device

    1. Open the iOS Settings app > Privacy.
    2. Scroll down and tap Analytics & Improvements > Analytics data.
    3. Scroll down and tap the last item that starts with "ScannerPro" or "ScannerMini" (depending on the app you use) and shows the date you encountered the crash.

    How to send the crash logs to our Support Team

    1. Once you open the needed crash log, tap the Share icon at the top right.
    2. Tap the icon or your email service app.
    • In the To: line, paste rdsupport@readdle.com.
    • In the subject line, type "Scanner crashes”. 
    • In your message, specify when the app crashes: on start, while scanning, or on other action (please describe). If the app crashes on start, specify how many scans you have in Scanner.
    1. Tap Send. Our team will soon get in touch to help.

    If there are no crash logs in iOS Settings

    If there seem to be no crash logs in iOS Settings, you can send the detailed logs from your computer after syncing your device and reproducing the issue. Here’s how to do it:

    Mac:

    1. Connect your iOS device to your Mac via the Lightning connector.
    2. Open Console > find Devices > select your iOS device > search for the keyword “Scanner”.
    3. Reproduce the issue on your iOS device.
    4. In Console select all Scanner results > copy them > paste them in a text file.
    5. Send the .txt file to rdsupport@readdle.com. In the subject line, type "Scanner crashes''. In your message, specify when the app crashes: on start, while scanning, or on other action (please describe). If the app crashes on start, specify how many scans you have in Scanner.

    More information on this process can be found here.

    Windows:

    1. Please install and use the iTools app to gather the app logs and send us the logs:
    2. Install iTools on your Windows machine.
    3. Launch iTools.
    4. Connect your iOS device to the Windows machine through USB.
    5. Click on Toolbox.
    6. When you are ready to reproduce the issue in Scanner, click on a Real-time log under Advanced Features. You can see the logging happening in real-time.
    7. Click on Save to save the log activities.
    8. Send it to rdsupport@readdle.com. In the subject line, type "Scanner crashes”. In your message, specify when the app crashes: on start, while scanning, or on other action (please describe). If the app crashes on start, specify how many scans you have in Scanner.
    Note: The detailed logs may contain information about the documents and folders names, but we assure you we treat it as confidential information and use the logs only for investigation purposes.
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    How to

    • Create a new scan
    • Make better scans
    • Scan from Gallery
    • Edit a scan
    • Fax a document
    • Organize scans

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