Gathering and sending logs for customer support

How do I send logs to customer support?

Sometimes if you are experiencing any issues with SyncMo we may ask you to gather and send us your SyncMo application log files.

These files contain the minimal amount of information necessary to support or understand some of the different components within SyncMo, and their current running state on your computer. These files will never include content or websites you browse, and we use a randomly generated ID to keep track of the different videos you play through SyncMo so that we are never exposed to or track anything private.

Please follow the steps for your operating system below.

I am using a Mac

1. Please open Finder, and then in the top menu select “Go“, then select “Go to Folder…” (or alternatively press Shift + Command + G)
2. Copy and paste this into the text input box which opens: /Library/Application Support/SyncMo/Core Services/var
3. Once the var folder is open, right click on the “log” folder and select Compress “log”
4. Lastly, please send the resulting zip file (log.zip) to [email protected] or to the SyncMo support agent that you are dealing with.

I am using Windows

1. Using your file browser, please go to the folder: C:\Program Files\SyncMo\Core Services\var
2. Once you are there, right click on the “log” folder and choose “Send to > Compressed (zipped) folder”
3. Lastly, please send the resulting zip file (log.zip) to [email protected] or to the SyncMo support agent that you are dealing with.