Retrieving logs from your headset to send to Customer Support

Retrieving logs from your headset to send to Customer Support

Overview

There may be occasions where the support team requests that you retrieve the logs from your headset so we can assist in troubleshooting an issue. These instructions explain how to retrieve those logs. 

 

Getting logs using Windows

  1. Connect your headset to your computer via the cable, and accept the permission request in the headset.


  2. Open the File Explorer on your PC and find the headset, clicking into the Internal shared storage folder.


  3. Find the 'mothflame' folder.


  4. Find the Assessments and Logs folders


  5. Copy these folders to your computer and send them to the customer support representative who requested the files. If there is not yet an open ticket related to this issue, please send them to support@promisevr.com and reference the person you were speaking with so we know whom to route these files to.

 

Getting logs using Mac

For Mac users, it is required that you install some free software in order to get logs from your headset.

 

Mac Method 1: Android File Transfer

Installing Android File Transfer on your computer

  1. Go to https://www.android.com/filetransfer/
  2. Click on DOWNLOAD NOW and install on your computer.
  3. The app should automatically load when you connect your headset.

Getting the logs from your headset using Android File Transfer

  1. Connect your headset to your computer via the cable, and accept the permission request in the headset.


  2. The Android File Transfer app should automatically launch. Otherwise, find it on your computer and manually launch it.


  3. Find the 'mothflame' folder.


  4. Find the Assessments folder.


  5. Drag the Assessments folder to your desktop.


  6. Find the Logs folder.


  7. Drag the Logs folder to your desktop.


  8. Send the Logs and Assessments folders to the customer support representative who requested the files. If there is not yet an open ticket related to this issue, please send them to support@promisevr.com and reference the person you were speaking with so we know whom to route these files to.

 

Mac Method 2: SideQuest

Installing SideQuest on your computer

  1. Go to SideQuestVR.com

  2. Click on the GET SIDEQUEST button at the top of the page.

  3. Download the correct version for your computer’s operation system.

  4. Load the downloaded file.

Getting the logs from your headset using SideQuest

  1. Open SideQuest on your computer.


  2. Connect your headset to your computer via the cable, and accept the permission request in the headset.


  3. Confirm that the headset is connected by looking for the green dot.


  4. Click the folder icon at the top.


  5. Click the mothflame folder.


  6. Find the Assessments folder and click the Save icon. 


  7. Click SAVE TO PC.


  8. Find the Logs folder and click the Save icon.


  9. Click SAVE TO PC.


  10. Find the two folders you saved in your computer and send them to the customer support representative who requested the files. If there is not yet an open ticket related to this issue, please send them to support@promisevr.com and reference the person you were speaking with so we know whom to route these files to.

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