Version 7

     

    Overview

     

    In the event that you are experiencing issues with Jive for Android or Jive for iOS, the application logs on your mobile device can often provide details which can help diagnose the issue. This information is especially useful when working with Jive Support on these issues. Logs have high-level information that may prove useful in the course of the case investigation and may help expedite a resolution for your case.

     

    Note: These instructions assume you have already configured your mobile device with the ability to send outbound emails. You will need to do this first in order to send logs to Jive. This guide will not cover configuration of an email client on your mobile device.

     

    Jive and Jive-x for Android (Native App)

     

    1. Reproduce the issue or take whatever action is needed to generate the problematic behavior.
    2. After the issue has been reproduced, vigorously shake your device for a few seconds. You will see a screen appear labeled "Send Support Email", which includes a screenshot of the page you are on, and a button labeled "Create Email".
    3. Touch the "Create Email" button and select your mail client. As stated above, make sure you have already configured you email client with the ability to send outbound emails.
    4. The logs and screenshot will automatically be attached to the email message that is generated. Either send the email to the Jive Support agent, or email the files to yourself and attach the email to the support case.

     

    Jive and Jive-x for iOS (Native App)

     

    1. Reproduce the issue or take whatever action is needed to generate the problematic behavior.
    2. After the issue has been reproduced, vigorously shake your device for a few seconds. You will be taken directly to the default email application with an email already pre-composed.
    3. The logs and screenshot will automatically be attached to the email message that is generated. Either send the email to the Jive Support agent, or email the files to yourself and attach the email to the support case.

     

    Jive Daily

    1. Reproduce the issue or take whatever action is needed to generate the problematic behavior.
    2. After the issue has been reproduced:
      1. Select News
      2. Select your Account Icon (Ios) or Menu Icon (Android) at the top left
      3. Select "Feedback"
      4. You will be taken directly to the default email application with an email already pre-composed.
        • The logs and screenshot will automatically be attached to the email message that is generated.
      5. Either send the email to the Jive Support agent, or email the files to yourself and attach the email to the support case.