Collecting App Logs

App logs are important for troubleshooting. They provide a detailed view of how your app is behaving, which then helps with efficiently identifying issues. This guide will walk you through the process of obtaining and sharing your app’s logs.

Guidelines for Efficient Troubleshooting With App Logs

To get the most out of app logs when troubleshooting, please keep these guidelines in mind:

• Collect app logs from the affected device. If you use multiple devices with Pocket Casts, make sure to get or share app logs from the device where you are primarily experiencing the issue you need help with. Logs from your other devices may not provide the necessary information to resolve your issue.
• Collect app logs right after experiencing or replicating an issue. Timely app log collection is necessary to ensure that an issue is captured in the logs. The iOS app, for example, can only keep 1 to 3 days’ worth of logs, depending on app usage.
• Add as much supplemental information as you can provide. Logs contain a lot of information. If you are sending us app logs, please share other details to help us check the correct portion of the logs. For example, you can share the following:
  • Date and approximate time you experienced the issue
  • Title of the episode you were listening to when you experienced the issue

Getting App Logs From the Web and Desktop Apps

If you are experiencing an issue with the Mac or Windows desktop apps or the web app, you can share app logs by following these steps:

1. Click the Profile icon on the upper-right corner of the app’s screen.
2. Click “Settings.”
3. Click “Help.”
4. Click “Send Feedback.”
5. Make sure “Include debug logs” is enabled. You’ll know that “Include debug logs” is enabled if the toggle next to it is blue.
6. After including as much additional information as you can about your issue in the message, click “Send.”
7. Your support request will be sent to us with app logs attached.

Getting App Logs From Android and iOS

For both Android and iOS, you can collect app logs in two different ways:

• Sending a Message From the App – Plus or Patron only
• Sharing the Log File From the App

Sending a Message From the Android or iOS App With Logs Attached

If you are a Pocket Casts Plus or Patron user, the most straightforward way to share app logs with support is by sending a message from the mobile apps. App logs will automatically be attached to the message.

You can reach out to support from the app by following these steps:

1. Tap Profile.
2. Tap Help & Feedback.
3. Scroll down and tap “Get in touch.”
4. Tap “Get Support.”
5. Follow the prompts to send us an email.
6. Your app logs should automatically be attached to the email you send.

Sharing a Log File From the Android App

If you are unable to send a message from the Android app, you can manually share your app’s log file instead according to these steps:

1. Tap Profile.
2. Tap Help & Feedback.
3. On the upper-right corner of the Help & feedback screen, tap the “Logs” icon, which looks like three lines.
4. From the Logs screen, you can now either copy or share the logs from one of the options in the upper-right corner.

Sharing a Log File From the iOS App

If you are unable to send a message from the iOS app, you can manually share your app’s log file instead according to these steps:

1. Tap Profile.
2. Tap Help & Feedback.
3. Scroll down and tap “Get in touch.”
4. Tap “Get Support.”
5. Tap “Attached Logs.”
6. Scroll down to “Debug Logs.”
7. Long press “Debug Logs,” and tap “Copy.”

Getting App Logs From Android Automotive OS

On Android Automotive OS — the version of Pocket Casts that runs directly on your vehicle’s built-in head unit, with no phone connected — the in-app email and share options aren’t available. To send logs to support, view them on screen and take a photo of the screen with your phone or another camera.

1. From the Pocket Casts screen on your vehicle’s display, tap the Settings cog.
2. Scroll to the bottom of the page and tap “About.”
3. Scroll to the bottom of the page and tap “Help & Feedback.”
4. Confirm the screen shows a link to the support website, then tap the back arrow to return to the previous screen.
5. Tap “Logs.”
6. The logs will appear on screen. Take a photo with your phone or another camera and send the photo(s) to our support team.

If the log is longer than one screen, scroll through it and capture multiple photos so the full sequence is included.

Getting App Logs From Apple Watch (watchOS)

If you need to share Apple Watch logs, follow these steps:

1. Open the iPhone app and go to Profile > Help & Feedback > Contact Support.
2. Before tapping “Get Support,” open the Pocket Casts app on your Apple Watch.
3. Tap “Attached Logs” to verify the message includes Watch Logs.

From here you have two options:

• Submit directly – Tap “Get Support” and submit. The Watch logs will be automatically attached.
• Share manually – Copy the Watch Logs content and share it with our support team.