For investigating some issues, we may ask you to share your logs. There are two logs most commonly of interest in these situations:
- Logs from the iOS device
- Logs from your Plex Media Server.
Logs from the iOS Device
When you need to retrieve logs from the iOS app, there are a few ways to do so. Emailing the logs and device data directly from the app gives you the most comprehensive information. If you have an active network connection, you can use "Network Logging", though the information that can be logged is limited. You can also gather the logs manually by connecting the iOS device to your computer and running a utility that reads and captures the logs directly.
Email Device Logs
The best way to get detailed logs and device data for troubleshooting is to make use of the Email Debugging Data functionality. This will open an email in your default email application. The message will have a zip file attached that will include detailed app logs (often up to several days' worth) as well as local device state data that's useful for investigation.
Reproduce the Issue and Email the Logs
To email the debugging logs:
- Make sure you've signed in with your Plex account in the app under Settings > Account
- Reproduce the issue you're having
- Go to Settings > Help & Support > Debugging and tap Share Debugging Data
- Your default email program will open with a message that has a zip file already attached to it
- Enter your email address (unless a different address was specifically given to you) and send the email to yourself
Related Page: Plex Apps > iOS > Settings
Report the Issue
Post a description of the problem in the forums if you haven't already. Then attach the logs zip file to your forum post.
When you enable network logging in the iOS app, for the next 20 minutes all log messages from the iOS app will be sent to a logging service. A handful of members of the Plex team have access to those logs and can pull them up without you having to download or upload anything. Only the Plex team has access to the logs though, so other forum members won't be able to help you.
Enable Network Logging
To Enable Network Logging:
- Sign In: Make sure you've signed in with your Plex account in the app under Settings > Account
- Enable Network Logging: Enable the network logging, which is found under Settings > Help & Support > Debugging > Send Logs to Plex
Related Page: Plex Apps > iOS > Settings
Reproduce and Report the Issue
Reproduce the issue you're having. Network logging only lasts for 20 minutes, so reproduce the problem right after turning it on.
Post a description of the problem in the forums if you haven't already. Then just let us know your Plex username and about when you turned on the logging (the time and time zone) so we can find it.
Related Page: Plex Support Forums
iOS Console Logs
Apple has, unfortunately, removed the iPhone Configuration Utility altogether. You can use third-party tools to access logs on most operating systems.
On OS X systems, you can use Lemonjar's iOS Console app to easily access the logs.
Related Page: Lemonjar: iOS Console
Once the "iOS Console" app is installed:
- Start by force-closing the Plex app on your iOS device
- Open the iOS Console app
- Connect your iOS device via USB
- A window will open with your console logs
- Click the Clear Display button
- On the iOS device, launch Plex
- Reproduce the issue you're reporting
- Choose the File > Export Logs... from the app menubar and save the file with a descriptive name
Once you have the log file, you can attach it to a post on the support forums.
On Windows systems, you can use BlackBerry's "iOSLogInfo" tool. Once you have the log file after reproducing the issue, you can attach it to a post on the support forums.
Crash Logs from iOS
If you're experiencing crashes with the iOS Plex App, then it can be useful to share the crash logs for investigation. You can retrieve crash logs from your iOS device in multiple ways.
Syncing with iTunes
This method requires that you sync your device with iTunes as normal. After syncing, the crash reports will be copied to a specific location on your hard drive. This method is also documented at https://developer.apple.com/library/ios/#qa/qa1747/_index.html.
- Sync your device with iTunes on your desktop
- After syncing, look for crash logs in the appropriate directory as listed below
- In this directory, look for files starting with
On Windows installs, these log files can be found under:
Using the Finder's Go menu, select Go To Folder... then enter the following in the dialog box that pops up:
The log files will be located under a directory there named after your device.
Emailing from the iOS Device
It's also possible to access the crash log from within your iOS device itself.
- Start by opening up the Settings app.
- Navigate to Privacy > Diagnostics & Usage > Diagnostic & Usage Data
- Select a Plex crash from the list. This will start with
Plex_and contain the timestamp of the crash.
- Tap on the crash and you will see a text field with a crash log. Long press to Select All and then Copy the crash text.
- Paste it into something you can get off of your device (for example, an email to yourself).
Plex Media Server Logs
Your Plex Media Server keeps a log file that's often useful: "Plex Media Server.log". Where exactly the file is stored depends on your operating system.
Related Page: Plex Media Server log files