How to share logs with Atakama

What's this about?

To help you resolve technical issues, it may be necessary to provide your user logs to an Atakama representative. 


Collecting logs from the desktop application:


Start here if Atakama is able to load on your computer. Otherwise, scroll down to the Advanced Instructions below.

  1. Make sure Atakama is running on your computer.

  2. Change the logging level on both the desktop and mobile device:

    On Desktop:
    a. Open the Atakama Control Center and navigate to the Options tab.
    b. Scroll down to Logging Options and select DEBUG level.

    On Mobile:
    a. Open the Settings tab in the Atakama Mobile app.
    b. Scroll down to the Application Info section and change Log Level to INFO.

  3.  Restart the Atakama desktop application.

  4. Swipe away and relaunch Atakama on the mobile device.

  5. Attempt to reproduce the issue (if possible) by following the same steps that caused the issue in the first place.

  6. Save the logs:

    a. Click on the Atakama icon in the system tray (Windows) or menu bar (macOS) to open the quick-look view and click on the gear icon.
    b. Click Send Bug Report within the menu item Help and Support.



  7. In the dialog box, leave the "Support Ticket Number" blank. Enter your email address and provide as much detail as you can about the issue in the "Description" text box. Then click OK.                                                                                                                                    
  8. Collect the mobile logs (instructions at the end of this article).

  9. Change the logging level back to default. On Desktop to INFO and on the Atakama Mobile app to ERROR.


Advanced Instructions:

Follow these steps if you are unable to launch Atakama on your desktop.

For Windows Users

  1. Open This PC and in the location bar type in %localappdata% and press enter.



  2. Look for the Atakama folder within your list of folders and open it.



  3. Inside the Atakama folder locate cryptvfs.log.* (and all the cryptvfs.log-s) and pyntfs.log. You will need to send all of these files to Atakama, either by email or through the Atakama help desk.


For macOS Users

  1. Make sure Finder is in the foreground (look for "Finder" in the top-left corner of the screen next to the Apple icon), then select Go in the menu bar and choose Home.



  2. To locate the logs in your home directory, simultaneously press the "Command", "Shift", and "." (period) keys to make visible your hidden files.
    • The hidden files and folders will appear in a lighter "faded" color. If these files were previously visible and then disappeared, simply press the "Command", "Shift", and "." (period) keys again.

  3. Navigate to the .atakama folder and open it. Locate cryptvfs.log.* (and all the cryptvfs.log-s) and pyntfs.log. You will need to send all of these files to Atakama, either by email or through the Atakama help desk.


4. After you've sent the log files to Atakama, you can press the "Command", "Shift"and "." (period) keys again to re-hide the hidden files and folders.


Collecting logs from the Atakama Mobile app:


1. Open the Atakama Mobile app.

2. Click the hamburger menu.


3. Select Settings.


4. Scroll down to the Application Info section.

5. Tap the "View Developer Log".


6. Click the blue circle icon to share the logs.


7. Select your preferred email app to email the logs to support@atakama.com.



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