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.

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.

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.

3. Tap Send. Our team will soon get in touch to help.

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.