Logs and diagnostics

When something goes wrong that a screenshot cannot show, support asks you for a diagnostic file. This is how to find it and send it. Support tells you which file they need; the most common one is launch.log.

Find the file in Finder

1. Click the desktop so Finder is in front.
2. Open the Go menu and hold the Option key. Library appears in the menu. Choose it.
3. Open Logs, then Hailo.
4. The file support named is in there.

Send it

The Feedback box in Hailo takes images only, so send a diagnostic file by email instead.

1. Find the file as above.
2. Write to us from the contact page and say you have a log. Attach the file to our reply.
3. Say what you were doing and roughly when. Times in the file are your Mac's local time.

See Contact support for what else to include.

If it didn't work

There is no Hailo folder inside Logs. Hailo has not been opened on this Mac yet. Open Hailo once, then look again.

The file is empty. Open Hailo again, reproduce the problem, then check the file straight after.

Library is not in the Go menu. Hold the Option key down while the menu is open. It only appears while the key is held.