Sending meeting or webinar problem report and client logs

If you are encountering an issue while in a Zoom meeting or webinar, or while using the Zoom application to chat or schedule a meeting, you can send a problem report and logs to Zoom Support. These problem reports and logs help our Zoom Support team troubleshoot the issue and arrive at a resolution. If you do not already have a request open with Zoom, we recommend contacting Zoom Support first before sending the report.

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

If you are having issues with other Zoom products, please refer to the dedicated article for submitting problem reports for Zoom Phone or Zoom Contact Center. 

Note: This article covers information on how to send a problem report from the Zoom desktop client and mobile app. If you experience an issue while using the Zoom web client, you can send a problem report by contacting Zoom Support.

This article covers:

Prerequisites for sending a problem report and client logs to Zoom Support

How to send a problem report from the Zoom desktop client

  1. Sign in to Zoom desktop client.
  2. Click your profile picture, then click Settings.
  3. Click Statistics .
  4. Click Send report.
  5. Select a product from the Product drop-down list.
  6. Select a problem from the Problem drop-down list, and specify the date and time that the problem occurred. 
  7. Under Description, enter a brief description of the issue. 
  8. Select the check box next to Include log file and system information to send the log files generated by the client to Zoom Support with the problem report.
  9. If you already have a support request open, select the check box next to I have a ticket ID, and enter the ticket number.  
  10. Click Send. 

How to send a problem report from the Zoom mobile app

Android | iOS

  1. Sign in to the Zoom mobile app.
  2. Tap the More icon .
  3. Tap About then Report Problem.
  4. Tap the product you want to submit a report for, and then tap Next.
  5. Specify the following:
    • Problem: Choose the problem being reported. Once something is selected, a text box is displayed to provide space 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 request, enter the ticket number.  
  6. Tap Send. 

Recover crash log for mobile app

You can manually access historical crash logs from mobile devices to submit to Zoom Support for assistance. This method is intended for specific event log retrieval and these logs can also be sent through a problem report if present within the device.

Android

Note: Newer devices on Android 11 may not have access to this directory due to Android operating system changes. If your device cannot access this directory, submit logs through a problem report.

  1. Connect your Android device to a computer.
  2. Navigate to:
    sdcard\android\data\us.zoom.videomeetings\logs 
  3. Compress the folder into a .zip or similar filetype. 
  4. Submit compressed logs to Zoom Support for review.

iOS

  1. OpenSettings on your iOS device.
  2. Open the Privacy section and select Analytics and Improvements.
  3. Select Analytics Data.
  4. Locate the zoom-xxx.IPS file with a timestamp that corresponds to your crash.
  5. Export the file in a manner of your choice.
  6. Submit the file to Zoom Support for review.

How to send a problem report from the Zoom Web App

Zoom Web App

  1. Join a meeting with the Zoom Web App or web client. 
  2. In the meeting toolbar, click Settings .
  3. Click the About tab.
  4. Click Send report.
  5. Select a product from the Product drop-down list.
  6. Select a problem from the Problem drop-down list, and specify the date and time that the problem occurred. 
  7. Under Description, enter a brief description of the issue. 
  8. Select the check box next to Include log file and system information to send the log files generated by the client to Zoom Support with the problem report.
  9. If you already have a support request open, select the check box next to I have a ticket ID, and enter the ticket number.  
  10. Click Send. 

How to retrieve logs from the troubleshooting version

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

  1. Download the install package from the link provided by the Support team.
  2. Double-click to start installation.
  3. Sign in to the Zoom desktop client, ignoring 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 them using your request. For example, ticket 4444.zip or yourname.zip
  7. Send us the zipped log or upload it to Dropbox and send us the link.
  8. After sending the logs, please uninstall this troubleshooting version of Zoom and re-install it from the Downloads page.

Locate the log folder on a macOS device

  1. Open Finder.
  2. Click 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 request.

  1. Download the install package from the link provided by the Zoom Support team.
  2. Double-click to start installation.
  3. Sign in to new Zoom client, ignoring any prompts to update.
  4. Duplicate 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 request: 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 the Downloads page.

Linux

  1. 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 of Linux.
  3. Sign in to the new Linux client and run the same test case to duplicate the issue.
  4. Open your terminal and navigate to the Log folder by inputting: 
    cd ~/.zoom
  5. Compress the log folder. The following users tar on Ubuntu 14.04 by running 
    tar -cvvf logs.tar logs
  6. 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
  7. Send us the zipped logs or upload to Dropbox and send us the link.
  8. After sending the logs, uninstall the troubleshooting version of Zoom and reinstall from the Downloads page.

Desktop client advanced troubleshooting

By default, logs submitted through a problem report are not written to disk, and are held in temporary memory banks,  overwritten with new data regularly. This can result in events being overwritten before being submitted in a problem report. 

You can enable memory log collection within a client, which writes persistent data files to the machine’s storage, and eliminates concerns of data or core events being overwritten. There is no substantial difference between the logs generated with memory logs enabled and a problem report. However, logging should be disabled after the log files are sent to Zoom Support for review to save disk space and maintain machine performance. 

Zoom memory logs generated through this process are not encrypted at the file level. When transporting client logs to Zoom Support for troubleshooting, secure transport methods for data security are highly recommended.

Note: Zoom recommends to always confirm logging is disabled after capturing to maintain machine performance, and transmit compressed logs using secure connections.

Enable desktop client memory log

  1. Quit the Zoom application
  2. Open Terminal.  
  3. Enter and execute the following command to enable logging:
     
    plutil -replace "enable\\.memlog\\.file" -string "true"  ~/Library/Preferences/ZoomChat.plist
    Note: Copying commands from this document may introduce an unintentional line break. All commands must be executed in their entirety.
  4. Verify the configuration was updated by executing the following command:
     
    plutil -p ~/Library/Preferences/ZoomChat.plist
  5. Confirm the line "enable.memlog.file" => "true" is present in the response list.
    enable-memlog-true.png
  6. Open Activity Monitor and search for cfprefsd.
  7. Select the process name, click Quit, then click Force Quit.
  8. Re-launch the Zoom desktop client with logging now enabled.
  9. Reproduce the issue.
  10. Quit the Zoom desktop client.
  11. Navigate to:
    ~/Library/Logs/zoom.us
  12. Compress the folder into a .zip or similar filetype.
  13.  Submit logs to Zoom Support for review.

Once logs have been captured and submitted, we recommend disabling logging.

  1. Open or switch back to Terminal.
  2. Enter and execute following command to remove the configuration: 
     
    plutil -remove "enable\\.memlog\\.file" ~/Library/Preferences/ZoomChat.plist
  3. Verify the logging configuration is removed by executing the following command:
     
    plutil -p ~/Library/Preferences/ZoomChat.plist
  4. Confirm the line "enable.memlog.file" => "false" is present in the response list.
  5. Open Activity Monitor, and search for cfprefsd.
  6. Select the process name, click Quit, then click Force Quit.

  1. Exit the Zoom desktop client.
  2. Navigate to:
    %appdata%\Zoom\data.
  3. Right click and edit the Zoom.us.ini file in a text editor, such as Notepad.
  4. Under the [ZoomChat] section, append a new line with the following: 
     
    enable.memlog.file=true
  5. Save the file.
  6. Re-launch the Zoom desktop client with logging now enabled.
  7. Reproduce the issue.
  8. Exit the application.
  9. Navigate again to: 
    %appdata%\Zoom\logs
  10. Compress the folder into a .zip or similar filetype.
  11. Remove the configuration added in Step 4.
  12. Submit logs to Zoom Support for review.

Once logs have been captured and submitted, we recommend editing the Zoom.us.ini file again to disable logging.

  1. Exit the Zoom desktop client.
  2. Navigate to:
    %appdata%\Zoom\data.
  3. Right click and edit the Zoom.us.ini file in a text editor, such as Notepad.
  4. Under the [ZoomChat] section, change the previously added line to the following: 
     
    enable.memlog.file=false
    Note: Instead of just disabling logging, this line can be removed entirely. 
  5. Save the file.
  6. Re-launch the Zoom desktop client with logging now disabled.

Linux

  1. Quit the Zoom desktop client.
  2. Navigate to:
    ~/.config/
  3. Open zoomus.conf in a text editor of your choice.
  4. At the end of [General] section, append a new line with the following: 
    enable.memlog.file=true
    linux-enable-memlog-true.png
  5. Save the configuration file.
  6. Relaunch the Zoom desktop client.
  7. Reproduce the issue.
  8. Quit the Zoom desktop client.
  9. Navigate to:
    ~/.zoom/logs/ 
  10. Compress the folder into a .zip or similar filetype. 
  11. Submit logs to Zoom Support for review.

Once logs have been captured and submitted, we recommend editing the zoomus.conf file again to disable logging.

  1. Exit the Zoom desktop client.
  2. Navigate to:
    ~/.config/
  3. Open zoomus.conf in a text editor of your choice.
  4. Under the [General] section, change the previously added line to the following: 
     
    enable.memlog.file=false
    Note: Instead of just disabling logging, this line can be removed entirely. 
  5. Save the file.
  6. Re-launch the Zoom desktop client with logging now disabled.