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Sending a problem report Follow

Overview

If encountering an issue, while in a Zoom Meeting or Webinar, or using the Zoom application. A problem report can be sent to Zoom, to help our Support team troubleshoot and resolve the issue. If you do not already have a ticket open with Zoom, we recommend opening a ticket with support first before sending the report.

If a more detailed analysis is needed, Support will provide a special troubleshooting version, that will need to be installed. Once installed, replicate the issue, and retrieve the logs using the directions below.

This article covers:

Prerequisites

  • Desktop Client for Mac OS, version 4.6.0 (13614.1202) or higher
  • Desktop Client for Windows, version 4.6.0 (13610.1201) or higher

Desktop client

  1. Sign in to the Zoom Desktop Client.
  2. Click the settings Icon.
  3. Click Statistics.
  4. Click Send report.
  5. Click Choose a Feature, to select what type of issue that is being reported.
  6. Once the feature has been chosen, click Select a problem, to choose the problem being reported. You can also specify the date and time the problem occurred. 
  7. Under Tell Us More, add more information about the issue including a step by step description of the issue if possible. 
  8. Click Include Log File, for the log files generated by the client to be sent to Zoom Support with the problem report.
  9. Finally, click I have a ticket ID, if you already have a support ticket, and enter the ticket number.  
  10. Click Send

Mobile app

  1. Sign in to the Zoom Mobile App.
  2. Tap the Settings icon.
  3. Tap About then Report Problem.
  4. Select one or more features you want to submit a report for.
  5. Tap Next.
  6. Specify the following:
    • Problem: Choose the problem being reported. Tap Other if you want to display a text box to explain the problem in a step-by-step description of the issue if possible. 
    • Time of Occurrence: Specify the date and time the problem occurred. 
    • Send Log: Allow log files generated by the client to be sent to Zoom Support.
    • I have a ticket ID: If you already have a support ticket, and enter the ticket number.  
  7. Tap Send

Retrieving logs from the troubleshooting version

Note: For these steps, you need to have a support ticket open, and have been given a troubleshooting version of the Zoom app from our support team.

  1. Please download the install package from the link provided by the Support team
  2. Double-click to start installation
  3. Login to new Mac client. Please ignore any prompts to update.
  4. Duplicate the issue.
  5. Click the Open Log Folder or Console.app > ~/Library/Logs > zoom.us
  6. Zip the latest log files and name it using your ticket: example ticket 4444.zip or yourname.zip
  7. Send us the zipped log or upload to Dropbox and send us the link
  8. After sending the logs, please uninstall this troubleshooting version of Zoom and re-install from here

Locating Log Folder

  1. Open Finder.
     
  2. Click on Go at the top of your screen.
  3. Hold down the option/alt key and the Library folder should appear. 
  4. Open the Logs folder. 
  5. Control click or right click on the zoom.us folder.
  6. Choose Compress "zoom.us"
  7. Send this zip file on your support ticket.
  1. Download the install package from the link provided by the Support team.
  2. Double-click to start installation.
  3. Login to new PC client. If prompted to update, please ignore.
  4. Recreate the issue. 
  5. Navigate to the log files, which are located at the following location:
    • Win7+: C:\Users\your account\AppData\Roaming\Zoom\logs
    • XP: C:\Documents and Settings\your account\Application Data\Zoom\logs
      Note: These folders may be hidden on your computer. You can search for %appdata% or you can temporarily show all hidden files and folders.
  6. Zip the latest log files and name it using your ticket: example ticket 4444.zip or yourname.zip
  7. Send us the zipped log or upload to Dropbox/Google Drive and send us the link
  8. After sending the logs, uninstall the troubleshooting version of Zoom and re-install from here.
  1. Please download the install package from the link provided by the Support team
  2. Install the package as required. In most versions you will have a Software Center to install from. Please see our installation procedures for different file types and flavors of Linux
  3. Log into the new Linux client and run the same test case to duplicate the issue
  4. End the meeting
  5. Open your terminal and navigate to the Log folder by inputting:
    cd ~/.zoom
  6. Compress the log folder. The following users tar on Ubuntu 14.04 by running
    tar -cvvf logs.tar logs
  7. For convenience sake in sending us the files, you may want to move the newly compressed file. The following moves the newly compressed log folder to the Documents folder
    mv logs.tar /home/[Your Name]/Documents
  8. Send us the zipped logs or upload to Dropbox and send us the link
  9. After sending the logs, please uninstall the troubleshooting version of Zoom and reinstall here