Emailing Android Device Logs to Support

If you're experiencing repeated crashes or failures, there are some primary steps that might help:

  • Signing out and back into the Strava app.
  • Turning your phone off and on again.
  • Uninstalling and reinstalling the Strava app.

If you continue to experience crashes after trying all of these, it may be helpful to try to record a device log from your phone which captures the event.

  • Android 4.1 To Current: Collecting a bug report is performed through the built-in Android OS tools.
    • Go into your System Settings -> Developer options
      • Developer settings are not enabled by default. To enable them, go to settings> about >tap build number 5 times. 
    • Turn on the option for "Power menu bug reports."
    • Open up Strava and cause a crash
    • After the error happens, hold down the power button for a few seconds.
    • The Bug Report option should appear, select that option.
    • A popup will display asking you to tap Report or Cancel. Please tap Report.
    • After you tap report it will take a few minutes but then a screenshot will be taken and your email will automatically open with the bug report and the screenshot automatically attached. Please email the log to support@strava.zendesk.com so we can isolate the issue for you.
  • Android 4.0: There are apps to help make this process relatively painless. We like a free App called “CatLog - Logcat Reader,” but there are many others out there that accomplish the same thing.
    • Download CatLog from the Google Play Store (previously known as the Android Marketplace).
    • Start CatLog.
    • Press the Menu button, then “Record,” any filename will do.
    • Go to the Strava App and replicate the problem.
    • Go back to CatLog and press the Menu button, then "Stop Recording".
    • Press the Menu button, then “Send” and choose "As Attachment".
    • Pick an email app from the display and address the email to support@strava.zendesk.com. If your Strava email account is different than the one you are sending from, please include it in the body of the email as well.

 

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