When troubleshooting issues with your Reolink devices, accessing and reviewing the Reolink App logs or Reolink Client logs is a crucial step. These logs provide detailed information about the application's operation, which can help diagnose and resolve problems more effectively. Below, we outline the steps to locate and retrieve logs from both the Reolink Android/iOS App and the Windows/Mac Client.
Reproduce the Issue Before Checking App/Client Logs
If possible, try to reproduce the issue while the App/Client is running. This will ensure that the relevant log entries are captured.
Android App Logs
Locate the Log Files:
- Open your device's file explorer.
- Navigate to the following directory: /Android/data/com.mcu.reolink/files/log/
Provide All the Following Log Files:
- Ensure that you provide all the log files found in the directory. These files will help our support team understand the context of the concern you are experiencing.
Submit the Logs:
- Attach the files to your support ticket, along with the exact time the issue occurred.
iOS App Logs
Locate the Log Files:
- Launch Reolink app and go to Me > About > Log.
- Tap Download in the upper right corner to download all logs and save to your phone Files.
Provide All the Following Log Files:
- Ensure that you provide all the log files found in the directory. These files will help our support team understand the context of the concern you are experiencing.
Submit the Logs:
- Attach the files to your support ticket, along with the exact time the issue occurred.
Windows Client Logs
Situation 1: When a Function Malfunctions
Client Logs Location:
- Open your device's file explorer.
- Navigate to the following directory: C:\user\%username%\AppData\Roaming\reolink\logs\
- Note: The AppData folder is hidden by default. To view hidden folders, under the "View" tab, check the “Hidden items” box to show hidden files and folders.
Provide and Submit All Logs:
- Ensure you attach all the files under the directory to your support ticket.
Situation 2: When the Windows Client Crashes
Client Logs Location:
- Open your device's file explorer.
- Navigate to the following directory: C:\user\%USERPROFILE%\AppData\Roaming\reolink\Crashpad\reports
Provide and Submit All Logs:
- Ensure you attach all the files under the directory to your support ticket.
Mac Client Logs
Situation 1: When a Function Malfunctions
Client Logs Location:
- Open Finder.
- Navigate to the following directory: ~/Library/Logs/reolink/xxx.log
Provide and Submit All Logs:
- Ensure you attach all the files under the directory to your support ticket.
Situation 2: When the Mac Client Crashes
Client Logs Location:
- Open Finder.
- Navigate to the following directory: ~/Library/Application Support/reolink/Crashpad/
Provide Client "Problem Report"
- When the Client crashes, a "Problem Report" window will pop up. Please copy and provide all the contents from the Problem Report window.
Provide and Submit All Logs and Problem Report:
- Ensure you attach all the files under the directory and the problem report to your support ticket.
Additional Tips
Detailed Description: Include a detailed description of the situation you are experiencing, including any error messages or unusual behavior.
Other Information: If applicable, provide system information such as the version of the Reolink App/Client, your operating system, and any other relevant details.
By following these steps, you can help our support team diagnose and resolve issues more efficiently. If you have any further questions or need assistance, please do not hesitate to contact us.