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    The App Quits Unexpectedly

    April 30th, 2020

    If Spark crashes or quits unexpectedly, on any weird action, please reboot your device.

    If Spark crashes on Mac, please install the latest version from the App Store to see if it solves the issue. If the update can't be installed, we kindly ask you to consider deleting and reinstalling Spark.

    If that doesn 't help, share the app logs with our support team. We need this information to investigate your issue. In your email, please describe the sequence of actions you follow before Spark crashes.

    Mac OSiOSAndroid

    There are two types of logs you can send us.

    The system crash logs:

    1. Open the Spotlight Search on your Mac.
    2. Find and open Console.
    3. Open User Reports or System Reports on the sidebar.
    4. Find the latest file with the name Spark.
    5. Drag & drop the Spark related .crash file to a Finder folder (for example, Downloads).
    6. Send the .crash file via Support form.

    Spark detailed logs:

    1. Click Spark at the top left of your screen.
    2. Open Preferences.
    3. Tick Detailed Logging.
    4. Reproduce the crash.
    5. Launch Spark and click Help at the top left of the screen.
    6. Select Send Feedback.
    7. A new email window with the attached logs will appear. In the Subject: line, write “Crash.”
    8. Send the email and we’ll get in touch soon.

    There are two types of logs you can send us.

    The system crash logs:

    1. Open the Settings app.
    2. Select Privacy > Analytics > Analytics Data.
    3. Find the latest Spark crash log and open it.
    4. Tap the Share icon at the top right.
    5. Select Spark or Mail.
    6. In the email subject, please describe the issue you experienced.
    7. Send the file to rdsupport@readdle.com.

    Spark detailed logs:

    1. In Spark, tap the menu icon   at the top left.
    2. Select Settings > Support > Diagnostics.
    3. Enable the 'Detailed' and 'Connection' Logging toggles.
    4. Reproduce the issue.
    5. Open Settings > Support > Diagnostics > Send Diagnostics Information.
    6. A new email window with the attached logs will appear. In the Subject: line, describe your issue.
    7. Send the email and we’ll get in touch soon.
    1. Tap the menu icon at the top left.
    2. Select Settings > Support > Diagnostics.
    3. Enable the 'Detailed' and 'Connection' Logging toggles.
    4. Reproduce the issue.
    5. Open Settings > Support > Diagnostics > Send Diagnostics Information.
    6. A new email window will appear with the attached logs will appear. In the Subject: line, write “Crash.”
    7. Send the email and we’ll get in touch soon.

    Note: The logs may contain sensitive personal data, and we assure you we’ll treat them as confidential information.

    Crash on viewing a certain email

    If Spark crashes when you view or perform actions on a certain email, please send us its message data for the testing.

    Mac OSiOSAndroid
    1. Open a problematic email.
    2. Click More  on the top toolbar.
    3. Select Tools > Send message data.
    4. Send an email to our team.
    1. Tap the menu icon   at the top left.
    2. Select Settings > Support > Diagnostics.
    3. Enable the 'Detailed' and 'Connection' Logging toggles.
    4. Open the email which causes a crash.
    5. Tap More  on the email.
    6. Scroll to the right, select Tools > Send message data.
    7. Send an email to our team.
    1. Tap the menu icon   at the top left.
    2. Select Settings > Support > Diagnostics.
    3. Enable the 'Detailed' and 'Connection' Logging toggles.
    4. Open a problematic email.
    5. Tap More at the top right of this email.
    6. Select Send message data.
    7. Email this file to our team.
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