How Do I Submit Log Files?
If something goes wrong with Proclaim, our team may need to look at your logs to find the problem. Logs are very helpful in diagnosing many issues in Proclaim including crashes, bugs, and other anomalous behavior.
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Submit Log Files from Proclaim
1. Submit from the Help menu.
Expand the Help menu and select Submit log files….
Note: If you don’t currently have internet, click Save log files… to save Proclaim’s logs to your Desktop. When you have internet, send the zip folder to support@faithlife.com.
2. Describe and submit your problem.
Tell us what’s going on in the text box. Include as much information as possible. The more we know, the faster we can get to the bottom of what’s going on.
Example comment: “Proclaim crashes when I add a video to my presentation from my Group Uploads” is much more helpful than “Videos won’t work.”
Click Submit to send us your logs.
2. Check Your Email
You’ll get a response from our support team shortly.
Submit Log Files if You Can’t Open Proclaim
If you need to submit logs but can’t open Proclaim to save them to your desktop, you’ll have to find them on your file system before sending them in.
Retrieving log files on Windows
If you cannot open Proclaim, you can still find your log files.
- Open your user’s Documents folder.
- Type %LOCALAPPDATA%\Faithlife\Logs\Proclaim in the search panel.
- Select all files in this directory and right-click > Send to Compressed folder
Send us your logs
Send the resulting zip file to support@faithlife.com. We’ll take a look and follow up with an update or further explanation.
Retrieving installer logs on Windows
If you’re encountering an issue where Proclaim won’t install, reinstall, or uninstall, you will need to collect your installer logs. These are different from the Proclaim program log files and contain information specific to installation.
To send us the installer logs for Proclaim:
- Open your user’s Documents folder.
- Type %USERPROFILE%\Documents\Logos Log Files in the search panel.
- Select all files in this directory and right-click > Send to Compressed folder
Send us your logs
Send the resulting zip file to support@faithlife.com. We’ll take a look and follow up with an update or further explanation.
Retrieving log files on macOS
On Mac, log files are created in your Application Support folder.
- First, click the Desktop to enter the Finder, then select Go from the menubar and Go to Folder.
- Enter ~/Library/Application Support/Proclaim/Logging into the box.
- Select all the files in this folder, then right-click > Compress items.
Send us your logs
Send the resulting zip file to support@faithlife.com. We’ll take a look and follow up with an update or further explanation.