Overview
When experiencing technical issues with the Prism mobile app, sending logs to our support team helps us quickly diagnose and resolve problems. Mobile logs contain detailed information about app performance and any errors that may have occurred.
When to Send Logs
Send mobile logs when you encounter:
- App crashes or freezing
- Login or authentication issues
- Features not working as expected
- Performance issues or sync problems
- Support team specifically requests logs
- Any unexpected behavior
Step-by-Step Instructions
- Open the mobile application
- Ensure you are on the main home screen
- Scroll all the way down to the bottom of the screen
- At the bottom of the home screen, locate and tap "Need Help"
- From the help menu, tap "Send Logs"
- The app will automatically compile and send your device logs to our support team
What Happens Next
- Your logs are securely transmitted to Prism support
- Our technical team will review the logs to identify any issues
- If you have an open support ticket, reference your ticket number for faster resolution
- Add any relevant details to help investigate the issue, such as:
- When the problem occurred (date and time)
- What you were trying to do when the issue happened
- Any error messages you received
- Steps you took before encountering the problem
- Device type and operating system version
- You may be contacted by support with additional questions or solutions
Privacy and Security
- Mobile logs contain technical diagnostic information only
- No personal or sensitive business data is included in the logs