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 App and the Windows 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 issue you are experiencing.
Submit the Logs:
- Attach the files to your support ticket or email, along with the exact time the issue occurred.
iOS App Logs
Locate the Log Files:
- Launch Reolink app and go to App settings > About > Log.
Submit the Logs:
- Attach the files to your support ticket or email, along with the exact time the issue occurred.
Windows Client Logs
Client Logs Location:
- Open your device's file explorer.
- Navigate to the following directory: C:\user\%username%\AppData\Roaming\reolink\logs\
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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 Specific Log Files:
- Ensure you provide both the main.log and renderer.log files.
Submit the Logs:
- Attach the files to your support ticket or email, along with the exact time the issue occurred.
Additional Tips
Exact Time: Providing the exact time when the issue occurred is crucial. It helps our support team correlate the log entries with the specific event.
Detailed Description: Include a detailed description of the issue 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.