Finding Crash Log Files
When the Strava app crashes or closes unexpectedly on your iPhone, you can help us understand the cause by sending us crash logs. These are data files created by the operating system in the event of a crash, and they are beneficial to our engineering team when they are working on fixing the issue.
Application Data
In some cases, the support team may request that you send the data stored in the Strava application for troubleshooting. This data includes your Strava activity and settings information used by the Strava app. You can use the Apple App Store to back up the data on your iOS device to your computer's hard drive.
Plug the device into your computer, and open the Apple App Store. Make sure the "Encrypt iPhone backup" option is DISABLED on the Apple App Store Summary screen. The backup created should not be encrypted, and it should not have a padlock icon next to it.
Download the computer program for your computer's operating system below and install it:
- Mac: http://supercrazyawesome.com/downloads/iPhone%20Backup%20Extractor.app.zip (you can find an introduction and an example walkthrough here:) http://www.iclarified.com/entry/index.php?enid=4974)
- Windows: http://www.iphonebackupextractor.com/free-download/
This program lets you explore the data in the backup file and extract the files associated with the Strava iOS app. Navigate into these folders: "iOS Files", "Library", "Strava". The files that end in ".sqlite" or ".sqlitedb" are Strava application data files that you can send to Strava support.
Create a support ticket and attach the file(s) you found on your hard drive. Please describe the actions leading up to the issue, along with any other information about your device and environment. Or you could send an email to support@strava.zendesk.com with the files attached.
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