How Do I Gather Logs in the Cisco Webex Meetings App on an iOS Device (iPhone / iPad / iPod Touch)?

How do I gather logs in the Cisco Webex Meetings app on an iOS device (iPhone / iPad / iPod Touch)?

How do I send a crash report in the Cisco Webex Meetings app for iPhone and iPad?

How do I send in troubleshooting logs from an iOS device?

How do I gather Cisco Webex Meetings logs on an iPhone or iPad?

How do I gather logs from the Webex Meetings app on an iOS device?

Solution:

Cisco Webex Meetings for iOS is now a universal app for the iPhone, iPad & iPod Touch.

To help in troubleshooting problems with the Webex Meetings app, you may send in log files to technical support.

There are three methods of sending the logs:


Method 1 - No log-in required

(iPhone, iPad & iPod Touch):

To capture logs from the Webex Meeting app:

  1. Open the Webex Meetings app.
  2. Tap on User-added image icon in the upper-left corner.
  3. Tap on Help.

    User-added image
  4. Tap on Report Problem.

    User-added image
     
  5. Enter the following information:
    • Detailed description of the problem
    • Steps to reproduce the problem
    • Tech support case or ticket number, if possible
  6. Enter an email address to send the log to, then tap Send.​

Method 2 - Log-in required 

(iPad & iPod Touch):

To capture logs within a Meeting:

  1. In the Webex Meetings app, tap on the User-added image icon.
  2. Tap on Settings:
User-added image
  1. Tap on Help.
  2. Tap on Report Problem.
  3. Enter the following information:
    • Detailed description of the problem
    • Steps to reproduce the problem
    • Tech support case or ticket number, if possible
  4. Enter an email address to send the log to, then tap Send:

    User-added image


iOS Firmware: 8.X and newer (Webex Meeting app v11.2)

To generate a crash report for Webex Meetings v11.2 and later:
  1. Start the Webex Meetings app on your iOS device.
  2. Reproduce the steps that cause the app to crash.
  3. On the iOS device go to Settings > Privacy > Diagnostics & Usage > Diagnostic & Usage Data.
    • Note: On iOS Firmware 11.0 and newer. Go to Settings > Privacy > Analytics > Analytics Data.
  4. Select the top most Webex crash from the list.
    • Starts with 'Webex_' and contains the timestamp of the crash.
  5. Tap on the crash log to display the crash log information.
  6. Long press to Select All of the log information.
  7. Select Copy.
  8. Go to your email client and paste the crash log info into the Problem Report email.
  9. Address the email to your support desk agent.
  10. In the message body, include a detailed description of the issue, along with the steps to reproduce the problem, if possible, then tap Send.

Method 3

(iPhone, iPad & iPod Touch):
To capture logs from the Webex Meeting app:
  1. Open the Webex Meetings app.
  2. Tap on User-added image icon in the upper-left corner.
  3. Tap on Help.
  4. Tap and hold Report Problem for 3-5 seconds.
A window with a different file sharing option appears 
  1. Select the application that you like to use to share a Problem Report. For Example: AirDrop, Mail, etc.

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