Sending Extra Information from iOS to Support

Finding Crash Log Files

When the Strava app crashes or closes unexpectedly on your iPhone, you can help us understand the cause of the problem 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.

• • iOS 11
    • Navigate to Settings > Privacy >Analytics > Analytics Data and locate the Strava .ips file that corresponds to the date of the crash. Tap the .ips file and use the share button in the upper right to email that file to support@stava.zendesk.com with the subject line "Attention:[your support representative's name] Crash Report."
  • iOS 10 
    • Plug your device into your computer and sync it with iTunes. The crash logs can be found in the following locations on your computer's hard drive, depending on the computer's operating system. In the locations below is the user's login name for the computer and is the name of the iOS device, for example, "John's iPhone."
      • Mac OS X: /Users//Library/Logs/CrashReporter/MobileDevice/
      • Windows XP: C:\Documents and Settings\Application Data\Apple Computer\Logs\CrashReporter\MobileDevice
      • Windows Vista or 7: C:\Users\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice
    • Then submit the file with your support ticket.

Application Data

In some cases, the support team may request 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 iTunes to back up the data on your iOS device to your computer's hard drive. 

• • Plug the device into your computer, and start iTunes. Make sure that in the iTunes Summary screen, the option called "Encrypt iPhone backup" is DISABLED. 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 will let you explore the data in the backup file and extract the data files associated with the Strava iOS app. Navigate into these folders: "iOS Files", "Library", "Strava". The files contained there that end in ".sqlite" or ".sqlitedb" are the 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 and any other information about your device and environment. Or you could send an email to support@stava.zendesk.com with the files attached to the message.